Terms & Conditions

Last Updated: September 2026

These Terms & Conditions govern the use of the FLO Facility Services website and the provision of cleaning and facility services by FLO Facility Services.

By using our website, requesting a quote, making a booking or engaging our services, you agree to these Terms & Conditions.

1. About FLO Facility Services

FLO Facility Services provides professional cleaning and facility services to residential and commercial customers across Bendigo and surrounding areas.

Our services may include:

• Office Cleaning
• Residential Cleaning
• Floor Care
• Window Cleaning
• Waste & Sanitation
• Deep Cleaning
• Other agreed cleaning or facility services

Specific services will be provided according to the quote, booking confirmation or service agreement accepted by the customer.

2. Quotes

Quotes are based on the information provided by the customer at the time of enquiry.

The final price may depend on factors including:

• Property size
• Property condition
• Type of cleaning required
• Frequency of service
• Access requirements
• Additional or specialised cleaning requirements
• Time and resources required to complete the service

If the actual condition or requirements of the property differ significantly from the information originally provided, we may discuss any additional work or revised pricing with you before proceeding.

Unless otherwise stated, a quote is not considered a confirmed booking until accepted by the customer and confirmed by FLO Facility Services.

3. Bookings

Bookings are subject to availability.

When making a booking, customers should provide accurate information about the property, service required, preferred date and any special requirements.

A booking is confirmed when FLO Facility Services provides confirmation by phone, email, message or another agreed communication method.

4. Access to the Property

Customers are responsible for providing safe and reasonable access to the property at the agreed service time.

This may include arranging:

• Keys or access codes
• Building or security access
• Parking where reasonably required
• Access to water and electricity
• Permission to enter relevant areas of the property

If our team cannot access the property at the scheduled time, the booking may need to be delayed, rescheduled or cancelled.

Any applicable fee for failed access should be communicated to the customer before the booking is confirmed.

5. Customer Responsibilities

Customers should:

• Provide accurate information about the property and cleaning requirements.
• Inform FLO of any hazards or safety concerns before the service begins.
• Secure valuable, fragile or sensitive items where appropriate.
• Provide reasonable access to areas included in the cleaning service.
• Inform us about surfaces, materials or items requiring special treatment.
• Keep pets safely secured where necessary while cleaning is carried out.

We may refuse to perform work where our team reasonably believes that conditions are unsafe.

6. Service Scope

FLO Facility Services will perform the services agreed in the accepted quote, booking or service plan.

Additional tasks not included in the original agreement may require:

• Additional time
• Additional charges
• A revised quote

Where possible, we will discuss additional work and obtain approval before completing it.

7. Regular Cleaning Services

Customers may arrange recurring cleaning services on an agreed schedule.

Recurring services may be weekly, fortnightly, monthly or based on another agreed frequency.

Either party may request changes to the regular service schedule. Any material changes to pricing, frequency or service scope should be agreed before they take effect.

8. Cancellations and Rescheduling

If you need to cancel or reschedule a booking, please contact FLO Facility Services as early as possible.

Any cancellation or rescheduling fee should only apply where it has been clearly disclosed and agreed before the booking.

FLO may also need to reschedule a service because of circumstances such as staff illness, unsafe conditions, severe weather or other circumstances outside our reasonable control. Where this occurs, we will make reasonable efforts to arrange another suitable time.

9. Pricing and Payment

Prices will be communicated through a quote, booking confirmation or service agreement.

Unless otherwise agreed:

• Payment is due according to the terms stated on the invoice or booking confirmation.
• Customers are responsible for paying the agreed price for completed services.
• Additional services requested and approved by the customer may be charged separately.

Any GST treatment should be shown correctly on invoices where applicable.

10. Late Payments

Where an invoice becomes overdue, FLO Facility Services may contact the customer and request payment.

For ongoing commercial or recurring services, we may suspend future services where invoices remain unpaid, subject to any agreed contract terms and applicable law.

Any late fee, interest or recovery cost should only apply if it was clearly disclosed and legally enforceable.

11. Service Quality

We aim to provide cleaning services with reasonable care, skill and attention to detail.

If you are unhappy with any aspect of a completed service, please contact us as soon as reasonably possible and provide details of the concern.

We will review the matter and, where appropriate, work with you to identify a reasonable solution.

Services supplied to consumers in Australia may be subject to consumer guarantees under the Australian Consumer Law, including that services be provided with due care and skill. These rights cannot simply be removed through contract terms.

12. Australian Consumer Law

Nothing in these Terms & Conditions is intended to exclude, restrict or modify any rights or remedies that cannot lawfully be excluded under the Australian Consumer Law.

Depending on the circumstances, consumers may have rights to remedies where a service does not meet an applicable consumer guarantee.

13. Property Damage

FLO Facility Services will take reasonable care when carrying out services at your property.

If you believe property has been damaged during a service, please contact us promptly and provide reasonable details and supporting information.

We will review the circumstances of the issue.

FLO is not responsible for loss or damage caused by:

• Pre-existing damage
• Ordinary wear and tear
• Defective or unstable items
• Incorrect information provided about a surface or material
• Items that require specialist treatment where this was not disclosed
• Circumstances outside our reasonable control

Nothing in this section limits rights or remedies that cannot legally be excluded.

14. Valuable and Fragile Items

Customers should notify us in advance about particularly valuable, fragile, delicate or irreplaceable items located in areas being cleaned.

Where appropriate, such items should be removed or securely stored before cleaning begins.

15. Photos and Marketing

FLO Facility Services will not intentionally publish identifiable photographs of a customer’s private property for marketing purposes without appropriate permission.

Where photographs are taken for service records, quality assurance or before-and-after documentation, they should be handled appropriately and in accordance with our Privacy Policy.

16. Website Information

We aim to keep information on our website accurate and current.

However, website information is general in nature and may change from time to time.

Service availability, inclusions and pricing may vary depending on individual requirements and should be confirmed through a quote or booking.

17. Intellectual Property

Unless otherwise stated, website content including:

• Text
• Graphics
• Branding
• Logos
• Design elements
• Photographs owned by FLO
• Website materials

is owned by or licensed to FLO Facility Services.

Content may not be copied, reproduced or commercially used without permission, except where permitted by law.

18. Third-Party Links

Our website may include links to external websites or services.

FLO Facility Services is not responsible for the availability, content, security or privacy practices of third-party websites.

19. Privacy

Personal information collected through our website, enquiries, bookings and services is handled in accordance with our Privacy Policy.

Please review our Privacy Policy for further information.

20. Limitation of Liability

To the maximum extent permitted by law, FLO Facility Services is not liable for indirect or consequential losses arising from the use of the website or provision of services where such liability may lawfully be excluded.

Nothing in these Terms excludes or limits liability where doing so would be prohibited by law, including applicable consumer guarantees.

21. Events Outside Our Control

FLO Facility Services will not be responsible for delays caused by circumstances beyond our reasonable control, including:

• Severe weather
• Natural disasters
• Government restrictions
• Road or access closures
• Significant equipment failure
• Unexpected staff emergencies
• Other events that reasonably prevent service delivery

Where practical, we will contact affected customers and arrange an alternative service time.

22. Changes to These Terms

We may update these Terms & Conditions from time to time.

The latest version will be published on our website with the updated date shown at the top.

Changes will not remove rights that customers have under applicable law.

23. Governing Law

These Terms & Conditions are governed by the laws applicable in Victoria, Australia, and the parties submit to the jurisdiction of the relevant courts and tribunals, subject to applicable consumer protection laws.

24. Contact Us

For questions regarding these Terms & Conditions, bookings or our services, contact:

FLO Facility Services
Phone: 0405 282 820
Email: info@flofacilityservices.com.au
Service Area: Bendigo & Surrounding Areas, Victoria, Australia