Terms & Services

1. What We Do

1.1 Chat & Plan

• A 15-minute chat to understand your goals and create a plan.

1.2 Decluttering & Downsizing

• Assistance with sorting through belongings, whether you’re moving, downsizing, or simplifying.

1.3 Home & Storage Organisation

• Organising kitchens, pantries, wardrobes, garages, storage units, and other spaces to make them more functional.

1.4 Storage Products

• We encourage using what you already have before buying new storage solutions.
• You can purchase items yourself or have us source them.
• A 20% surcharge per item applies if we handle the purchase to cover time and sourcing.

1.5 Unpacking & Setup

• Helping you get settled and organised after a move.

1.6 Sort Paper Piles

• Assistance with sorting through paperwork, ensuring important documents are organised and unnecessary ones are discarded responsibly.

1.7 Sort & Pack Up Deceased Estates

• Assisting with sorting, packing, and organising belongings from a deceased estate, ensuring a smooth transition.

1.8 Donations & Responsible Disposal

• Helping identify suitable items for donation and suggesting appropriate drop-off locations.
• If practical, we can drop off donations or recycling. Otherwise, we can coordinate a third-party pickup or provide guidance on responsible disposal options.

1.9 Unusual or Hard-to-Place Items

• Providing suggestions and research if needed; final decisions are yours.

1.10 Extra Support

• Providing research, recommendations, and supplier coordination for third-party services if needed.

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2. What We Don’t Do (Out of Scope)

2.1 Deep Cleaning

• If deep cleaning is required, we can suggest ways to source a provider. Any arrangements made with external cleaning services are the responsibility of the client.

2.2 Selling Items

• We can take photos but don’t handle sales.
• We can show you how to use Facebook Marketplace if needed.

2.3 Retrieve Donations

• Once removed, donations cannot be retrieved.

2.4 Heavy Lifting & Rubbish Removal

• We don’t move large items or haul rubbish, but we can recommend trusted services.

2.5 Boxes & Packing Materials

• We don’t supply packing materials, but we can suggest what you’ll need and where to source them.

2.6 Furniture Assembly

• We don’t assemble furniture, but we can assemble simple shelving.
• For complex tasks, we recommend Hipages, or Dial a Hubby.

2.7 Interior Design

• We don’t provide interior design services, but we may offer decorating suggestions depending on the skill set of the organiser working with you.

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3. Fees, Payment & Third-Party Services

3.1 Billable Services

• All in-person and virtual work is billable, including organising, decluttering, coaching and consultations.

3.2 Complimentary Services

No charge for:

• Initial 15-minute call
• Scheduling
• Quick check-ins via email or text—ideal for small clarifications before or after your session.

3.3 Payment

• A 50% deposit is required to secure your booking. The remaining balance is due upon completion.
• In some cases, full upfront payment is required (see Section 6).

Accepted Payment Methods:

• Direct bank transfer
• Credit card
• Cash
• PayPal

3.4 Travel Considerations

• Free travel: From July 2025, includes up to 20-30 km round trip or 60-90 minutes return travel time, whichever is reached first.
  • (This generally covers areas like Bondi, Coogee, North Ryde, Chatswood, Hurstville, and Parramatta).
• NDIS Participants: Travel expenses are covered by NDIS (shortfalls must be covered by the client).
• Overnight stays: $150 per night flat fee per organiser.

3.5 Fee Adjustments

• If our fees change, we will notify you.

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4. Session Commitment & Timing

4.1 Bookings & Changes

• Pay-as-you-go: No minimum sessions.
• Prepaid packages: Commitment required once booked.

4.2 Cancellation and Rescheduling Policy

• Reschedules allowed with 48 hours’ notice: Cancellations within 48 hours may incur a fee.

• Grace Period: As a goodwill gesture, we offer one complimentary short-notice reschedule (less than 48 hours’ notice). This is intended as a one-time courtesy. Further short-notice reschedules may incur fees up to 100% of the session cost.

• Packages expire after 3 months, unless otherwise agreed

For detailed information on our cancellation and rescheduling terms, please visit our Cancellation Policy page.

4.3 Session Length & Timing

• Sydney: Minimum 4-hour sessions (unless agreed otherwise in advance).
• Outside Sydney: Minimum 4-hour sessions.
• We start and finish on time – late arrivals don’t extend the session.

4.4 Session Interruptions & Adjustments

• If a session is cut short or delayed because the client isn’t ready or available, the session time may be reduced, but the full fee still applies (minimum 3 hours per organiser).
• Emergency cases (e.g., sudden illness, injury, or unsafe conditions) will be assessed on a case-by-case basis.

4.5 Working Together Safely

To ensure a safe and productive session, we ask clients to follow these guidelines:

• Safety First: A safe environment is our priority.
• Children & Pets: Please ensure they are not present during sessions to prevent accidents.
• Hazards: Inform us of tripping hazards, dangerous animals, or recent infectious diseases.
• Restricted Items: Firearms, illicit drugs, medications, syringes, and high-value items should be removed or securely locked away before we arrive.
• Session Adjustments: If a 4+ hour session needs to be shortened due to unforeseen circumstances, a minimum 3-hour charge per organiser may apply as a one-time exception.

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5. Business & Service Hours

5.1 Operating Hours

• Monday to Friday, 9 a.m. – 5 p.m.

5.2 Contact Within Hours

• We encourage all inquiries, bookings, and communications during these times.

5.3 After-Hours & Peak Period & Urgent Request

• Services outside regular hours, including weekends, public holidays, or urgent short-notice requests, may incur an additional fee. Pricing for peak periods and urgent requests will be confirmed upon booking.

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6. When Full Upfront Payment is Required

6.1 Large Projects or Packages

• If the service involves a significant amount of time or resources.

6.2 Remote or Long-Distance Jobs

• If travel time exceeds our standard limits or accommodation is required.

6.3 Special Requests

• For custom services outside the usual scope.

6.4 Unoccupied Properties

• If the property is vacant, full upfront payment is required to secure the booking.

6.5 NDIS Participants

• If there are any shortfalls not covered by NDIS for self-managed or plan-managed clients.

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7. Confidentiality & Privacy

7.1 Client Data Handling

• Personal information is collected solely for service purposes and remains confidential.

7.2 Data Security

• All client records are securely stored.
• We do not share or sell personal data.

7.3 Privacy Policy

• Our full privacy policy is available at Privacy Policy.

7.4 Professional Boundaries

We aim to create a safe, respectful, and productive experience for every client. To help keep things on track:

• Session Focus: While personal topics may come up, we kindly ask that we stay focused on organising and decluttering tasks during our time together.
• Emotional Support: We’re always happy to listen, but please note we’re not qualified to provide professional emotional counselling.
• Additional Support: If deeper emotional or mental health support is needed, we may recommend speaking with a qualified professional.

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8. Dispute Resolution & Feedback

8.1 Respectful Communication

• Disputes should be resolved through good-faith discussions.

8.2 Providing Clear Feedback

Clients can reach Karen at 0425 334 537 or enquiries@clutterfree.com.au.

8.3 Constructive Discussions

We prioritise professional and respectful communication.

Feedback and complaints will be responded to within 48 hours.

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9. Legal & Liability

9.1 Australian Consumer Law

Our services are bound by Australian Consumer Law, and this agreement does not override any of your legal entitlements.

9.2 Liability

• Clear & Clutterfree carries Professional Indemnity and Public Liability Insurance.
• If damage happens as a result of something we did, it may be covered under our insurance — but like most policies, it depends on the situation and what’s included in the cover.
• Clients are responsible for insuring their own belongings against loss, damage, or misplacement.

9.3 Valuables & Jewellery

• Clients are responsible for securing or removing high-value items prior to our session (e.g. jewellery, watches, cash, or collectibles).
• We can’t take responsibility for valuables left out during a session, unless the damage was clearly caused by something we did – like accidentally knocking over a jewellery box.
• Clients indemnify Clear & Clutterfree from any claims related to such loss or damage, except where required by law.

9.4 Client Responsibilities & Indemnity

Clients agree to indemnify Clear & Clutterfree against any claims, damages, or losses related to:

• Pre-existing conditions – including wear, damage, infestation, or deterioration.
• Client decisions – including what to keep, remove, or how items are stored or disposed of.
• Third-party services – including movers, cleaners, or tradespeople arranged by the client.

This indemnity does not apply in cases of negligence, unlawful conduct, or a breach of this agreement.

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10. Acceptance of Terms

10.1 Agreement Confirmation

• By making a deposit, clients confirm that they have read, understood, and agreed to these terms.

10.2 Deposit Requirement

• A deposit is required to secure an appointment.

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