Tile and Grout Pro Pty Ltd and Associated Companies – Terms and Conditions

Tile and Grout Pro Pty Ltd, also known as Tile and Grout Pro, is a premium provider of maintenance and restoration services committed to offering the highest level of service to clients throughout Australia. Before booking our services, we strongly recommend that prospective clients review our Terms and Conditions, which include our Complaints Policy.

Tile and Grout Pro reserves the right to modify any part of these Terms and Conditions without notice by publishing updates on our website. By ordering any Tile and Grout Pro services—whether via telephone, email, fax, website, app, or any other digital platform—the Client is deemed to have read and agreed to be bound by these Terms and Conditions.

Important Information

1. By accepting this quote, you confirm that you have read and agreed to the scope of works outlined above and understand each service description.

2. Please review the deposit and payment terms below. Contact us for any special considerations.

3. All instructions and/or essential information regarding property access and/or parking must be provided prior to the scheduled job date. This includes key collection or the nomination of a primary site contact.

4. Please ensure that all invoicing details are addressed to the correct nominated party.

Services

• All service orders are subject to a minimum call-out charge of $150.00 + GST.

• All bookings that proceed are subject to a minimum service charge of $500 + GST, except for onsite inspections.

• Onsite inspections are charged at $150 + GST. If a test patch is requested, this will fall under the minimum service charge.

• All services discussed, quoted, or actioned by the Client are to be considered general advice only. Tile and Grout Pro is not liable for future damages, liabilities, losses, and/or injuries, as we are not an advisory service.

• Tile and Grout Pro reserves the right to amend the initial quote if the Client's requirements change. Any variation exceeding 10% of the original quote will be discussed with the Client before work begins.

• Sealing services require a minimum 4-hour drying period before contact. Full curing takes up to 24 hours, during which the sealed area must not be exposed to high-risk contact (e.g., shoes, furniture, water). Disturbance during this period by the Client or third parties is not the liability of Tile and Grout Pro.

• If weather (e.g., rain) is forecast or other factors may impact sealing, Tile and Grout Pro reserves the right to reschedule the service.

• Adequate parking arrangements are required for all jobs. Any parking fees, congestion charges, or tolls will be charged to the Client unless otherwise arranged.

• If the property is located above the third floor without lift access, a $10 surcharge per $100 of service fee will apply. For example, a service costing $550 + GST will incur a $60 + GST access charge.

• Tile and Grout Pro may discontinue a job if:
  a. Water and/or power is unavailable,
  b. There is interference in the work area,
  c. The material differs from the original description.
  In such cases, full payment for booked services may still be required.

• When performing wet works, there is a risk that tiles may lift due to pre-existing conditions in the tile or adhesive. By accepting the quote, you agree that Tile and Grout Pro will not be held liable for any resulting damage.

Payments

• Accepted payment methods: Visa, MasterCard, EFT.
  Note: Deposits must be paid via Visa or MasterCard unless EFT is pre-approved.

• Cash and American Express are not accepted.

• By engaging our services, the Client authorises Tile and Grout Pro to charge any outstanding amount (including parking/congestion fees) to the credit/debit card provided.

• Residential services: Payment is due immediately upon completion.

• Commercial or third-party services: Payment is also due immediately upon completion.

• Bookings up to $3,000 + GST: Require a $150 + GST booking fee (credit card only).
  Bookings over $3,000 + GST: Require a $500 + GST deposit.
  Bookings over $10,000 + GST: Deposit amount will be arranged case-by-case.

• Bank transfers received prior to the job will be deducted from the final invoice, but a credit card deposit is still required.

• For services booked on behalf of Real Estate Agents, Builders, Strata Managers, etc., a written work order or confirmation and a 50% credit card deposit is required prior to commencement. Balance is due within 5 business days of job completion.

• Late payments may incur additional fees at Tile and Grout Pro’s discretion.

• Payments outstanding over 90 days may be referred to collections and subject to a 20% surcharge.

• All payments must be made in Australian dollars.

Complaints Policy and Procedure

At Tile and Grout Pro, we are committed to resolving complaints efficiently and respectfully. Clients should familiarise themselves with our Complaints Policy prior to booking.

• Complaints regarding poor service, damage, or theft must be made within 48 hours of job completion.

• The client or their representative must be present at the start and end of the job to inspect and approve the work. Corrections will be made on the same day if necessary.

• If unsatisfied, Tile and Grout Pro will re-do affected areas during the same visit.

• We are not liable for fragile, breakable, or sentimental items unless secured or removed prior.

• Site inspections related to complaints must occur within 48 hours of job completion.

• Complaints must be submitted via email only to: complaints@tilecleaners.com.au, including:
  i. Booking/invoice number
  ii. Detailed description
  iii. Photos of the issue
  iv. Proposed resolution
  v. Availability for rectification

• We will acknowledge complaints within 24 hours and aim to respond within 5 business days.

• Clients must understand that:
  a. Tile appearance may vary due to wear.
  b. Sun-faded areas may not be restored.
  c. Some stains may only become visible after cleaning.
  d. Scratches/scrapes require additional polishing services.

• Damage caused by Tile and Grout Pro will be repaired. If unrepairable, the matter will be handled through our insurance upon job payment.

• We are not liable for delays due to traffic, broken equipment, lack of power/water, or third-party interference. We are also not liable for accidental damage under $100.

Insurance

Tile and Grout Pro Pty Ltd maintains comprehensive Public and Employer’s Liability Insurance covering accidental damage, reported within 24 hours of the service.

• Insurance does not cover malfunctioning appliances or unstable fixtures known to the client.

• Tile and Grout Pro reserves the right not to share internal documentation.

Client Satisfaction

If you are dissatisfied with our service, you must file a complaint within 48 hours of job completion. Tile and Grout Pro reserves the right to return technicians for rectification. The client must be present during all such return visits.

Cancellation

• Jobs can be cancelled up to 48 hours prior without forfeiting the deposit.

• Deposit is forfeited if:

  • Technicians are locked out or turned away

  • No access, power, or water is available

  • Provided keys or access codes do not work

• Deposits may be used to cover cancellation fees.

Post-Service Hiring Policy

By entering into a service agreement, the client agrees not to hire any Tile and Grout Pro technician independently after termination of the agreement. Doing so incurs a $6,000 referral fee.

Governing Law

These terms are governed by Australian law, and all disputes shall be subject to the jurisdiction of Australian courts.

Privacy Policy and Data Handling

Personal Information Collected:

• Name, email, address, phone number, payment info, device data, and service usage.

How It’s Collected:

• Website, app, phone, email, surveys, events, or promotions.

Use of Data:

• To provide and improve services, administer accounts, process payments, and communicate.

Third Parties:

• Service Providers and advertisers (with consent).

• No data shared for direct marketing without your permission.

Security:

• We implement reasonable safeguards, but no system is 100% secure.

Account Deletion:

• To delete your data, go to your profile > “Delete Account” > Confirm deletion.
  Once deleted, data cannot be recovered.