Big Softy Exteriors Ltd – Terms of Service

Acceptance of Terms

By requesting a quote, booking a job via text/email confirmation, or using Big Softy Exteriors Ltd ("Big Softy", "we", "our") services, you ("the customer") agree to these Terms of Service. If you do not agree, please do not use our services.

Service Description

We provide professional exterior-cleaning services, including but not limited to full house washing, commercial property washing, roof and gutter cleaning, roof treatments, fence and deck cleaning, driveway and path cleaning, and spider and insect treatments in Te Awamutu, Cambridge, Hamilton, and the wider Waikato region.

Consumer Rights

Our services are provided in accordance with the New Zealand Consumer Guarantees Act 1993 ("CGA"). This ensures all services are delivered with reasonable care and skill, fit for their intended purpose, and completed within a reasonable timeframe. These Terms of Service do not limit your rights under the CGA. If you believe these standards have not been met, please notify us within 7 days so we can remedy the situation as required by law.

User Responsibilities

To help us provide the best possible service, please:

• Ensure safe access to all areas to be cleaned (e.g., unlocked gates, pets secured, vehicles moved, water/power available).
• Please inform us of any fragile materials, pre-existing damage, asbestos roofing, lead paint, or other hazards.
• Obtain any required permits or neighbour approvals.
• Notify us promptly of any issues that may affect the scheduled service.

Pricing and Payment Terms

All prices quoted are estimates and may be revised if unforeseen complexity or neglect is found during the job. Payment is due upon completion unless otherwise agreed. All prices are inclusive of GST unless explicitly stated otherwise. A deposit or progress payment schedule may apply as agreed in writing for commercial or large-scale work.

Cancellations, Rescheduling, and Access

Cancellations or reschedules for booked work made more than 48 hours before the date and time of the job will incur no fee. If you need to reschedule or cancel within 48 hours of the agreed job time, a 50% late cancellation fee will be charged. Reschedules or cancellations made less than 24 hours before the agreed work schedule will be invoiced in full. This is because with limited notice, it is difficult for us to re-book that time with other clients, and staff and resources have already been allocated to your job. We appreciate your understanding that short-notice changes impact our ability to deliver a reliable, efficient service for all customers.

All job-associated costs and terms will be made clear at the time of each booking or quote.

If our team cannot complete the service due to a lack of access (for example, locked gates, unsecured pets, no water supply, or vehicles blocking access), a call-out fee of $200 plus GST will apply.

If we are unable to attend a job due to severe weather or other safety reasons, we will communicate this with you as soon as possible to propose a new acceptable date and reschedule your booking.

Damage and Liability

We take care to avoid damage during service. However, Big Softy is not responsible for pre-existing damage, defects, or issues arising from fragile or aged materials, or undisclosed hazards. Customers must notify us of all known risks and hazards in advance.

When properties are not washed for extended periods, our cleaning may uncover pre-existing issues with property structures, such as cracks in roof mortar, gutter joins not sealed correctly, failed seals, paint, or blocked drains. Water ingress may also be found and will be discussed with clients at the quoting stage. Big Softy Ltd holds no responsibility for any pre-existing/uncovered property issues.

Before-and-after photos may be taken for service records and quality assurance.

Big Softy holds public liability insurance. Any claims for loss or damage must be made in writing within 7 days of service completion.

Limitation of Service & Force Majeure

We reserve the right to decline or postpone service if health, safety, or environmental concerns arise at the site. If severe weather or unforeseen events (force majeure) such as natural disasters or major equipment breakdowns occur, we will notify you as soon as practicable and reschedule the service.

Complaints and Dispute Resolution

Please contact us promptly with any concerns about our service. All disputes are subject to New Zealand consumer law. If not resolved directly, disputes may be referred to mediation or the Disputes Tribunal, as appropriate under New Zealand law.