Terms & Conditions
1. About These Terms
These Terms & Conditions (“Terms”) apply to cleaning and property care services provided by Quality Service Solutions Limited trading as QualGroup (“QualGroup”, “we”, “us” or “our”).
They apply to customers who request, book or engage QualGroup for:
- Commercial Cleaning
- Residential Cleaning
- Interior Specialist Cleaning
- Exterior Property Care
- carpet and upholstery cleaning
- floor care
- window cleaning
- specialist cleaning
- additional or special cleaning services; and
- other cleaning or property care services agreed with QualGroup.
These Terms should be read together with the applicable quotation, booking confirmation, scope of work, service proposal, service agreement or other written terms provided or accepted by QualGroup.
Where a customer has a specific written agreement with QualGroup, that agreement will apply to the relevant services. If there is an inconsistency between these general website Terms and a specific written agreement, the specific written agreement will apply to the extent of the inconsistency.
Nothing in these Terms is intended to exclude, restrict or limit any legal right, guarantee, remedy or liability that cannot lawfully be excluded or limited.
2. About QualGroup
QualGroup was established in 2014 and provides cleaning, facility hygiene and property care services across New Zealand.
QualGroup provides services to both commercial and residential customers.
Services may be delivered by QualGroup employees and QualGroup franchisees.
3. Definitions
For these Terms:
“Customer”, “you” or “your” means the individual, homeowner, company, organisation or other person requesting or engaging QualGroup's services, including authorised employees or agents where applicable.
“QualGroup”, “we”, “us” or “our” means Quality Service Solutions Limited trading as QualGroup.
“Services” means the cleaning, property care, specialist cleaning, advice, recommendations, additional work or other services agreed between the Customer and QualGroup.
“Special Services” or “Extra Works” means services or work requested by the Customer that are outside or additional to the agreed standard scope.
“Quotation” or “Quote” means a written or communicated price proposal issued by QualGroup for specified services.
4. Acceptance of Terms
By requesting, booking, instructing or using QualGroup's services, you agree to these Terms together with any applicable quotation, booking information or specific service agreement.
For commercial customers, a separate Professional Cleaning Service Agreement may apply.
For residential customers, the applicable quotation, service terms and agreed scope may form part of the service arrangement.
5. Quotations and Scope of Work
QualGroup may provide a quotation based on information supplied by the Customer, an assessment of the property or premises, an on-site inspection, or the agreed service requirements.
Where a quotation is provided through the website or by phone without an on-site inspection, it may be a preliminary estimate.
The final price may change after an inspection where the actual property condition, size, access, level of soiling, materials, site conditions or required scope differs materially from the information originally provided.
Where reasonably practicable, QualGroup will advise the Customer of any material change to the scope or price before additional work is undertaken.
The agreed quotation or service agreement will determine the services included in the applicable scope.
6. Standard Cleaning Services
Standard cleaning services include the cleaning tasks agreed in the applicable quotation or service description.
The tasks included depend on:
- the selected service;
- the property or premises;
- the agreed scope;
- the condition of the property or premises; and
- any specific requirements agreed with the Customer.
QualGroup is not required to perform work outside the agreed scope unless that work is separately requested, quoted or agreed.
7. Changes to Scope
Customers may request changes to an agreed service.
QualGroup will consider reasonable requests where practicable.
A change may result in:
- a revised quotation;
- additional labour;
- additional equipment or materials;
- a revised service schedule; or
- additional charges.
Where reasonably practicable, QualGroup will communicate any material additional charge before carrying out the additional work.
8. Special Services and Extra Works
Special Services or Extra Works are services outside or additional to the standard agreed scope.
They may include specialist cleaning, additional cleaning, property care or other work requested by the Customer.
Special Services may be quoted separately and invoiced separately from routine services.
For residential services, the current service terms provide for an Extra Works charge of $60 + GST per hour or part thereof, per cleaner, unless another price has been agreed in writing.
For commercial customers, Special Services will generally be quoted separately.
9. Property and Premises Condition
QualGroup's pricing and service scope may depend on the condition of the property or premises.
Additional charges may apply where the property or premises:
- is excessively soiled;
- requires substantially more work than reasonably anticipated;
- requires specialist treatment;
- requires additional labour;
- requires specialist equipment;
- contains difficult or persistent staining;
- has conditions not reasonably apparent when the quotation was prepared; or
- requires work outside the agreed scope.
QualGroup will communicate material changes to the scope or price before additional work is undertaken where reasonably practicable.
10. Residential Cleaning Services
For residential customers, the applicable quotation or service description determines the scope of the cleaning service.
A standard residential interior cleaning service may include, where included in the quotation:
- vacuuming carpeted areas, mats and edges;
- sweeping or vacuuming hard floors;
- wet mopping hard floors;
- cleaning cupboards inside and outside where cupboards are empty;
- dusting throughout the home;
- wiping skirting boards;
- wiping windowsills and tracks;
- wiping light shades and light switches;
- wiping tabletops;
- removing obvious marks from walls and ceilings where reasonably removable;
- cleaning kitchen sinks and countertops;
- cleaning the exterior of applicable appliances;
- cleaning the interior and exterior of microwaves where applicable;
- cleaning the exterior of stoves;
- wiping the outside of rangehoods;
- cleaning and polishing mirrors, porcelain surfaces and chrome fixtures;
- cleaning and disinfecting bathroom fixtures including sinks, toilets, showers and tubs;
- interior window cleaning where included;
- wiping laundry tubs;
- sweeping garages where included; and
- cleaning entrance and exit areas.
The exact scope will depend on the selected service and quotation.
11. Residential Cleaning Exclusions
Unless separately requested and quoted, the standard residential cleaning service does not include:
- exterior window cleaning;
- shower water-stain removal;
- mould treatment;
- complete wall washing;
- ceiling cleaning; or
- other specialist restoration or treatment work outside the agreed scope.
These services may be available separately and may require a separate quotation.
12. Residential Property Condition and Additional Charges
Residential pricing is based on properties in a normal average condition unless otherwise agreed.
Additional charges may apply for:
- excessive soiling;
- unusually difficult cleaning conditions;
- additional cleaning requirements;
- specialist cleaning;
- additional labour;
- additional equipment; or
- work outside the agreed service scope.
Where reasonably practicable, QualGroup will discuss additional work and charges with the Customer before proceeding.
13. Residential Carpet Cleaning
Where professional carpet cleaning is requested, QualGroup may use a process that includes:
- pre-vacuuming;
- pre-spray;
- agitation using a counter-rotating carpet brush where appropriate;
- pre-stain treatment; and
- hot-water extraction where appropriate.
Additional stain treatment may be available where required.
Customers will be informed before additional stain-treatment work is undertaken where an additional charge applies.
Stain removal cannot be guaranteed because results depend on the type, age, condition and previous treatment of the stain and the carpet or material.
Unless otherwise agreed, Customers are responsible for clearing furniture from carpeted areas as reasonably required before carpet cleaning.
14. Other Residential Specialist Services
Additional residential services may include:
- furniture steam cleaning;
- upholstery cleaning;
- mattress steam cleaning;
- tile and grout cleaning;
- hard floor polishing;
- other specialist interior cleaning; and
- other property care services agreed with QualGroup.
Pricing and availability will depend on the service and property requirements.
15. Residential Exterior Property Care
Where exterior house washing is requested, the applicable quotation will specify the scope.
Exterior house washing may include, where agreed:
- exterior cladding;
- spouting;
- fascias;
- eaves;
- downpipes;
- windows;
- joinery;
- steps; and
- other agreed exterior surfaces.
QualGroup's residential proposal provides for the use of a specialised biodegradable softwash product for applicable exterior house-washing services.
Pricing may differ for multi-storey properties.
Other exterior property care services may include:
- roof cleaning and treatment;
- gutter cleaning;
- deck cleaning; and
- driveway cleaning.
These services may be separately quoted.
16. Residential Customer Preparation
Customers must follow reasonable preparation instructions provided for the safe and effective delivery of a service.
For exterior cleaning, customers should:
- ensure windows and doors are securely closed;
- repair leaking windows or damaged seals where relevant;
- avoid driving over cleaning hoses;
- remove loose items from screened patios or porches where reasonably possible; and
- keep pets indoors and prevent pets from drinking or playing in standing water during and immediately after the service.
For carpet cleaning, customers should clear furniture from the areas to be cleaned unless another arrangement has been agreed.
17. Commercial Cleaning Services
Commercial services are provided according to the applicable quotation, scope of work and, where applicable, a Professional Cleaning Service Agreement.
Commercial services may include services for:
- corporate organisations;
- healthcare providers;
- government agencies;
- educational institutions;
- hospitality businesses;
- retail businesses;
- industrial facilities; and
- property management companies.
The actual services provided will depend on the Customer's agreed scope.
18. Commercial Service Agreement
Where a Customer enters into QualGroup's Professional Cleaning Service Agreement, the specific terms of that agreement apply to the commercial service.
The standard commercial agreement provides for an initial 12-month term, unless otherwise agreed.
At the end of the initial term, the agreement may automatically renew for a further 12-month period unless either party provides at least 30 days' written notice before the applicable rollover date, subject to the specific agreement.
19. Commercial Service Changes
QualGroup will perform commercial services on the dates and times agreed with the Customer.
QualGroup will endeavour to accommodate reasonable requests to change the agreed services where the change does not alter operating costs.
Changes that affect labour, scheduling, equipment, materials or other operating costs may require a revised quotation or additional charge.
20. Commercial Fees and Annual Review
The applicable commercial agreement or quotation will specify the Monthly Fee or other applicable charges.
Under QualGroup's standard commercial service agreement:
- Monthly Fees are reviewed at least annually;
- proposed changes are notified at least 45 days before the applicable rollover date; and
- QualGroup may review fees where permitted by the applicable agreement, with the required notice.
Special Services are quoted separately.
21. Commercial Standard Service Invoicing
Under QualGroup's standard commercial service agreement:
- standard services are invoiced monthly in advance on the first working day of the month; and
- payment is due by the 20th day of the following month.
The specific commercial agreement may contain different arrangements where separately agreed.
22. Commercial Special Service Invoicing
Special Service invoices are issued in accordance with the applicable commercial agreement.
Under QualGroup's standard commercial service agreement:
- Special Service invoices are issued within 7 days of the scheduled service date; and
- payment is due within 7 days of the invoice date.
23. Commercial Special Service Cancellation or Postponement
Under QualGroup's standard commercial service agreement, where a Special Service is cancelled or postponed with less than two working days' notice, and QualGroup has already incurred time, labour allocation, scheduling, material preparation or other costs in preparation for the service, a charge of 25% of the quoted Special Service fee applies.
The charge is payable according to the applicable invoice payment terms.
Note: The source commercial agreement contains the wording “less than one two working days' notice”. This website wording uses “less than two working days' notice” as the apparent intended meaning. This point should be confirmed during final legal/client review before publication.
24. Commercial 90-Day Trial Period
QualGroup's standard commercial service agreement provides a 90-day trial period commencing from the date of the agreement.
During the Trial Period, the Customer may terminate the agreement for any reason by providing two weeks' notice, subject to the applicable agreement.
Customers remain responsible for fees properly owing up to the termination date.
QualGroup may request feedback following termination during the trial period.
25. Commercial Termination After the Trial Period
Under QualGroup's standard commercial service agreement, where the Customer terminates after the Trial Period or during a rollover period, an early termination fee equivalent to two months of the Monthly Fee may apply.
Any such charge is subject to the specific commercial agreement and applicable law.
Outstanding amounts are payable according to the applicable agreement.
26. Commercial Breach and Termination
Where a Customer fails to comply with the applicable commercial service agreement, QualGroup may exercise its contractual rights, including termination where permitted by the agreement.
Outstanding amounts remain payable according to the applicable agreement.
Nothing in this section limits any rights or remedies available under applicable law.
27. Commercial Shutdown Periods
Where a commercial Customer temporarily shuts down its premises and the applicable commercial agreement provides for shutdown arrangements, the Customer may elect between the options specified in that agreement.
Under QualGroup's standard commercial agreement, the options include:
Option 1 — Maintenance Charge
A contract maintenance charge equal to 35% of the usual Monthly Fee, calculated on a pro-rata basis for the period during which standard services are not required.
No standard services are performed during the applicable shutdown period under this option.
Option 2 — Services of Equivalent Value
The Customer may instead pay the usual Monthly Fee and select Special or additional Services of equivalent value during the shutdown period.
Examples may include deep cleaning or carpet cleaning.
The applicable commercial agreement will determine the final arrangement.
28. Public Holidays — Commercial Services
Unless otherwise agreed, QualGroup generally does not provide routine commercial services on public holidays.
Where the applicable commercial agreement provides for no service on a public holiday:
- the scheduled service will not be provided on that day;
- a replacement day is not automatically provided; and
- the Monthly Fee remains subject to the applicable commercial agreement.
Customers may elect to receive public holiday services where this is agreed as part of the commercial service arrangement.
If public holiday services are added after the agreement begins, the Monthly Fee may be adjusted where permitted by the applicable agreement.
One-off public holiday services may attract an additional charge.
29. Residential Cancellations
For residential services, where the Customer cancels a scheduled service with less than one working day's notice, the Customer agrees to pay 50% of the quoted fee.
The cancellation charge is payable within 7 days of cancellation.
This provision is subject to applicable law and does not remove any non-excludable statutory rights.
30. Residential Postponements
Where a residential service is postponed with less than one working day's notice, a $100 administration charge applies.
The administration charge is payable within 7 days.
This provision is subject to applicable law.
31. Payment Methods
QualGroup accepts payment by:
- Bank Transfer; and
- Cash.
The applicable quotation, invoice or service agreement will specify the payment arrangements and due date.
32. Residential Payment Terms
Under QualGroup's current residential service terms:
- invoices are payable within 7 days of the invoice date;
- payment must be made in full unless otherwise agreed;
- payment is made using the payment method specified by QualGroup; and
- applicable GST is payable where required.
33. Overdue Accounts
Where payment is not made by the applicable due date, QualGroup's applicable customer terms may provide for:
- interest at 10% per month on overdue amounts;
- actual costs and expenses incurred in recovering overdue amounts, including applicable debt collection and legal costs; and
- an overdue account administration charge of $100 + GST where an amount remains more than 30 days overdue.
These charges remain subject to applicable law.
34. Access to Properties and Premises
Customers must provide reasonable access to the property or premises at the agreed service time.
Commercial customers may need to provide:
- keys;
- alarm activation/deactivation instructions;
- access codes;
- security instructions;
- site requirements; and
- other access information reasonably required for the service.
Residential customers must also provide reasonable access to the home or property.
Where QualGroup cannot reasonably access the property or premises, the service may be delayed, rescheduled, shortened or unable to be completed.
Applicable cancellation, delay or other charges may apply according to the customer's service arrangement.
35. Delay Charges
Where QualGroup is delayed because of the Customer, the Customer's agent, a third party or access difficulties at the premises, a delay charge may apply where provided for in the applicable agreement.
Under QualGroup's current commercial and residential terms, the applicable Delay Charge is $60 + GST per hour or part thereof, per cleaner.
36. Emergency Cleaning Services
QualGroup may provide urgent or emergency cleaning services where available.
Commercial emergency services
Under the current commercial service agreement, Emergency Cleaning Services requested on an urgent short-notice basis outside the usual agreed hours or days are charged at $80 + GST per hour or part thereof, per cleaner.
Residential emergency services
Under the current residential service terms, Emergency Cleaning Services are charged at $60 + GST per hour or part thereof, per cleaner.
Emergency services remain subject to availability and QualGroup's ability to safely provide the requested service.
37. Customer Responsibilities
Customers must provide information reasonably necessary for QualGroup to safely and properly perform the agreed services.
This includes, where applicable:
- accurate property or premises information;
- access instructions;
- alarm instructions;
- details of required services;
- areas that must not be cleaned;
- special cleaning instructions;
- known hazards or risks;
- relevant health and safety requirements; and
- other information reasonably necessary for the service.
38. Valuables and Personal Property
Customers should remove or securely store valuable, fragile or personally important items before cleaning services are performed.
This may include:
- jewellery;
- artwork;
- electronics;
- cash;
- fragile ornaments; and
- other valuable or easily damaged items.
Customers should inform QualGroup of any item requiring special care.
Nothing in this section is intended to exclude liability or statutory rights that cannot lawfully be excluded.
39. Service Quality and Complaints
QualGroup aims to provide services in accordance with the agreed scope and applicable service requirements.
If a Customer is dissatisfied with a service, the Customer should contact QualGroup as soon as reasonably practicable and provide details of the concern.
QualGroup will review the concern and, where appropriate, seek to resolve it.
For residential cleaning, where appropriate after reviewing a service concern, QualGroup may arrange a re-clean of the affected area.
Customers should report damage or service concerns promptly so QualGroup has a reasonable opportunity to inspect and respond.
Nothing in these Terms limits statutory rights or remedies.
40. Cleaning Results and Existing Conditions
Cleaning and property care cannot always remove or restore every existing condition.
Results may depend on:
- age of the surface;
- material;
- previous treatments;
- wear and tear;
- condition;
- staining;
- embedded dirt;
- discolouration;
- deterioration; and
- other existing conditions.
For specialist treatments, including stain treatment, QualGroup does not guarantee that every stain or existing condition will be completely removed.
41. Health and Safety
QualGroup is committed to providing cleaning and property care services in accordance with applicable health and safety requirements.
Customers must provide QualGroup with relevant information about known hazards, risks, site requirements and other conditions that may affect safe service delivery.
For commercial premises, Customers should provide applicable:
- site induction information;
- health and safety requirements;
- emergency procedures;
- internal health and safety documentation; and
- other relevant site information.
QualGroup may postpone, modify or stop work where conditions mean the service cannot reasonably be performed safely.
Further information is provided in the QualGroup Health & Safety Policy.
42. Insurance
QualGroup's current service agreements provide that QualGroup maintains insurance required by law, including:
- public broadform liability;
- statutory liability; and
- employers' liability.
The scope of insurance cover is subject to the relevant policy terms, conditions and exclusions.
The existence of insurance does not mean every claim or loss will necessarily be covered.
43. Liability
QualGroup will provide services with reasonable care and skill.
The liability provisions in a specific customer agreement may apply to the relevant service to the extent permitted by law.
The existing QualGroup service agreements contain provisions addressing matters such as:
- fair wear and tear;
- unavailable electricity, water or lighting;
- third-party interference;
- inability to access premises;
- circumstances outside QualGroup's reasonable control; and
- incorrect information or instructions supplied by the Customer.
Where a specific written agreement contains a lawful limitation of liability, that provision will apply according to its terms.
Nothing in these Terms excludes or limits any liability, statutory guarantee or consumer right that cannot lawfully be excluded or limited.
44. Force Majeure
QualGroup will not be responsible for delay or inability to perform services to the extent caused by circumstances beyond its reasonable control.
These may include:
- fire;
- accidents;
- natural disasters;
- severe weather;
- government requirements;
- strikes;
- labour disputes;
- shortage of labour or skilled labour;
- shortage or unavailability of products or raw materials;
- transport disruption;
- electricity failures;
- communications failures; or
- other circumstances beyond QualGroup's reasonable control.
Where reasonably practicable, QualGroup will communicate with the Customer and seek to arrange an alternative service or appropriate response.
45. Insurance, Safety and Site Cooperation
Where QualGroup works at a commercial site, residential property or other premises controlled by another party, the parties may have overlapping health and safety responsibilities.
Customers must provide relevant site information and cooperate with reasonable health and safety requirements.
QualGroup will comply with applicable requirements relevant to its work.
46. Confidentiality
QualGroup will treat confidential information relating to Customers, their businesses, premises, homes and service arrangements appropriately.
Customers must also keep confidential information relating to QualGroup's business, systems, processes, pricing arrangements and other confidential information confidential where the nature of the information reasonably requires confidentiality.
This does not prevent disclosure where required by law or reasonably necessary to exercise or protect legal rights.
47. Intellectual Property
QualGroup owns or controls intellectual property used in its business and services.
This includes, where applicable:
- the QualGroup name;
- QualGroup logos;
- business systems;
- processes;
- written materials;
- the High Performance Cleaning (HPC) methodology; and
- associated HPC materials and branding.
Customers must not reproduce, copy, distribute or commercially use QualGroup intellectual property without permission, except where permitted by law.
48. Privacy and Customer Information
QualGroup handles personal information in accordance with its Privacy Policy and applicable New Zealand privacy requirements.
QualGroup uses:
- HubSpot as its CRM; and
- Microsoft OneDrive as part of its document-management and business record-keeping systems.
QualGroup may share relevant customer information with QualGroup franchisees where reasonably necessary to provide or coordinate services.
Services may be delivered by QualGroup employees and franchisees.
For more information, please refer to the QualGroup Privacy Policy.
49. Consumer Rights
Nothing in these Terms is intended to remove or reduce rights that customers have under applicable New Zealand law.
Where the Consumer Guarantees Act 1993 applies, applicable statutory guarantees include reasonable care and skill, fitness for purpose, reasonable time where no timeframe has been agreed, and a reasonable price where no price has been agreed.
Where QualGroup and another business agree in writing to contract out of applicable provisions of the Consumer Guarantees Act, such contracting out will only apply where the statutory requirements are satisfied.
This means the parties must meet the applicable legal requirements for business-to-business contracting out, including the requirement that the arrangement is fair and reasonable.
These Terms do not create a blanket exclusion of the Consumer Guarantees Act.
50. Fair Trading
QualGroup will provide information about its services and service arrangements in accordance with applicable New Zealand law.
Nothing in these Terms is intended to permit misleading or deceptive conduct or to exclude protections that cannot lawfully be excluded.
Contracting out of certain Fair Trading Act requirements is only permitted in limited business-to-business circumstances where the statutory requirements are satisfied.
51. Commercial Customer Authority
Where a commercial Customer enters into a written service agreement on behalf of a company, organisation or business, the person accepting the agreement represents that they have authority to enter into the arrangement on behalf of that entity.
52. Independent Contractor
QualGroup provides services as an independent contractor.
Nothing in these Terms creates a partnership, joint venture or employment relationship between QualGroup and the Customer.
53. Changes to Customer Agreements
Any amendment to a specific written customer agreement will be handled in accordance with that agreement.
A change to these general website Terms does not automatically amend an existing written commercial or residential agreement.
54. Changes to These Website Terms
QualGroup may update these website Terms from time to time to reflect changes to:
- our services;
- our business operations;
- our systems;
- our website; or
- applicable legal requirements.
The updated version will be published on this website with a revised Last Updated date.
55. Entire Agreement
For a particular service, the agreement between QualGroup and the Customer may consist of these Terms together with:
- the applicable quotation;
- booking confirmation;
- scope of work;
- service proposal;
- commercial service agreement;
- residential service terms;
- Special Service quotation; and
- other written terms accepted by the parties.
Where a specific written agreement applies, it will govern the relevant service to the extent of any inconsistency with these general website Terms.
56. Severability
If any provision of these Terms is found to be unlawful, invalid or unenforceable, that provision will be treated as severable to the extent required.
The remaining provisions will continue to apply to the extent permitted by law.
57. Governing Law
These Terms are governed by the laws of New Zealand.
Any dispute will be dealt with in accordance with applicable New Zealand law and the appropriate New Zealand courts, tribunals or other applicable dispute-resolution processes.
58. Contact QualGroup
For questions about these Terms, quotations, services, payments or customer arrangements, please contact: