Legal
Terms & Conditions
The operating terms that govern bookings, payments and the delivery of Vesta services.
These Terms and Conditions form the agreement between Vesta Home Care (ABN 86 419 287 510) and each client who books, receives or authorises a Vesta service. They are referred to below as "we", "our" or "us", and the client as "you" or "your".
The current Terms and Conditions are available on the Vesta website. A copy or direct link is provided before your first service and whenever we make a material change affecting future services.
Your accepted quote and service agreement define the specific scope, frequency and fixed visit price that apply to your bookings. Where those documents and these terms differ on scope or price, your service agreement prevails.
Bookings and Scheduling
- Bookings are arranged in advance through our booking system, by email or by phone.
- A booking is confirmed once any required quote acceptance, deposit or onboarding step has been completed.
- Established recurring clients have future visits scheduled under their existing service agreement without needing to confirm each one.
- Who attends. We tell you in advance, in writing, if anything about your service changes, including who will attend. The agreed written checklist applies whoever attends.
- Monthly visits are offered while Vesta's schedule is being built. If Vesta needs to move a monthly arrangement to fortnightly, we will give you at least 30 days notice, and you are free to end the arrangement at that point with no fee.
- Requests to change the start time, visit length or scope should be made at least 24 hours before the scheduled service. Changes requested inside 24 hours will be accommodated where safe and practical but cannot be promised.
- Additional, changed or specialist work is not automatically included in an existing booking. It is assessed under the relevant Vesta scope and may require additional time, separate pricing and your written approval. We will not begin separately quoted work without that approval.
- Vesta supplies its own products and equipment. Where you require specific products to be used, this must be agreed in writing before the service and may affect the scope, the price or the result.
Maintenance holds a standard
Vesta Maintenance provides the agreed recurring cleaning standard. A Reset is not required before Maintenance. Any Reset recommendation is made after the consult and remains optional. A well-kept home can start with Maintenance alone. Deeper recovery work is assessed and quoted separately as Reset. If you decline a Reset, we record the specific recovery limitation. Ordinary cleaning of the surrounding area remains included where it forms part of your agreed checklist. A longer first visit alone does not make the work Reset.
Cancellations, Rescheduling and No Access
Notice periods
A booking may be moved or cancelled at any time. The following fees apply according to the notice given, and reflect the reserved appointment time that cannot reasonably be refilled at short notice.
- More than 48 hours
- No fee. Any deposit is transferred to the new appointment or refunded in full.
- 24 to 48 hours
- 25% of the booked service price.
- Less than 24 hours
- 50% of the booked service price.
No access
If we attend and cannot access the property within 20 minutes of the agreed start time, or the service is refused on arrival, the booking is treated as a no access appointment and a fee of 50% of the booked service price applies. This reflects the reserved appointment time and the travel already undertaken.
Pausing your schedule
You may pause a recurring schedule at any time for holidays, renovations or any other reason, with no fee and no loss of your regular slot where reasonably possible. Give us a week's notice where you can and your schedule resumes whenever you are ready.
Ending your service
You may end your service at any time, by phone, by email or on the pause, end or restart page. Ending carries no fee and takes effect from your first request. We confirm it in writing straight away. The notice periods above apply only to a single visit already booked, and are separate from ending your service.
Public holidays
Where a regular visit falls on a public holiday, we will move it to another day in the same week at your standard rate, or skip it, whichever you prefer. No surcharge applies to a regular visit that happens to land on a public holiday.
Cancellation by Vesta
If we need to cancel and cannot offer a suitable alternative appointment, any deposit or prepayment for that service is refunded in full or transferred, as you prefer.
Payment Terms
When payment is due
Invoices are issued on completion of the service and are payable on receipt. If you need a different date, let us know before the due date and we will set one.
Payment is made through the secure payment link on your invoice. Our prices include card processing costs, so no payment surcharge applies.
Deposits
A deposit of 25% of the quoted price applies to a first booking over $500 for a new client. The deposit forms part of the total price and is not an additional charge. It is refunded in full if the booking is cancelled with more than 48 hours notice.
Established clients in good standing are not asked for a deposit, regardless of the size of the booking.
Card on file
You may choose to authorise a card on file so that completed services are paid automatically. This is entirely optional and is never a condition of service. Card details are processed and held securely by Square. Vesta does not store your full card number or security code.
A card authorisation remains in place until you withdraw it in writing. Withdrawal does not affect amounts already payable for services completed or late cancelled.
Online estimates and agreed prices
The online estimator provides an indicative planning range based on the information entered. It is not a fixed quote, a booking, a payment request or an average of completed Vesta jobs. We assess the home and provide the actual written scope and total before you decide whether to proceed. No additional work or charge is authorised by selecting an estimator option.
The written quote separates any first-visit or one-off work from the ongoing recurring price. Mandatory charges for the agreed visit are included in that total. Any difference from an earlier estimate is explained before acceptance. Vesta does not add a charge for its own learning overrun to an agreed fixed-price visit.
Individually agreed household work
Household work beyond Maintenance is offered only through a specific written scope and price. If an establishment period is agreed, the agreement identifies its unit and number of visits or dates, frequency, provisional work, interim price, review point and acceptance process. Learning is priced on the Maintenance basis. Any later premium starts only after written acceptance of the scope, price and effective visit. It is not backdated, and there is no obligation to accept an ongoing plan.
Rotational work
Your written plan identifies the tasks due on each visit and its price. If a scheduled visit is skipped, we agree when its rotational work will next be done. Ending the service does not create a balancing charge for future rotations or an undisclosed cancellation balance.
GST
Vesta is not registered for GST, so no GST is charged and none appears on your invoice. If Vesta registers, GST will be added to your price from the registration date, with notice.
Overdue accounts
We do not charge interest on overdue amounts. Where an amount remains outstanding:
- Services may be paused until the account is cleared.
- New bookings may not be accepted while a balance is outstanding.
- Future services may require prepayment.
- Unpaid balances may be referred to a debt recovery service or pursued through appropriate legal processes, and you may be responsible for reasonable recovery costs that are lawfully recoverable and directly incurred.
Weekend, After Hours and Public Holidays
Saturday visits are charged at the standard price. Sunday, after hours and public holiday bookings are available by request and carry the surcharges below. Any surcharge is confirmed before the booking is accepted, and where you would prefer not to proceed at the premium rate we will offer the next suitable weekday appointment.
- Weekdays before 7:00 am or from 5:00 pm
- 25% surcharge or $75, whichever is higher
- Saturday
- Included in the standard price. No surcharge.
- Sunday
- 35% surcharge
- Public holiday work by request
- 85% surcharge or $180, whichever is higher. Quoted individually.
The same Saturday and Sunday rates apply to Turnovers, and the minimum fees in the table above do not apply to Turnovers. Public holiday Turnovers are by request at the public holiday rate.
We may decline a booking outside standard weekday availability where it is not operationally suitable.
Property Access, Pets and Safety
- You are responsible for providing safe and timely access to the property.
- Keys, gate codes, alarm instructions and other access details must be supplied before the scheduled service.
- Pets must be secured or managed where necessary to protect us, your property and the animal.
- You must disclose known hazards, fragile surfaces, restricted areas and any relevant safety concerns before work begins.
- Safety requirements override punctuality and service completion. We will not undertake specialist work without the correct products, equipment, training and protective equipment.
- Where paid or restricted parking applies at your property, the agreed cost is included in your total quote before acceptance.
How we hold your keys and codes
- Access codes are stored in an encrypted password system and are never recorded in plain text.
- Physical keys are never labelled with an address or client name, and are stored securely when not in use.
- Any key we hold is returned to you within seven days of a written request or of your service ending, at no cost.
- If a key is lost, we will tell you the same day, in writing, and work with you on next steps.
Behaviour and Conduct
Vesta maintains a respectful and professional working environment. Abusive, aggressive, discriminatory, threatening or otherwise inappropriate behaviour towards us will not be tolerated and may result in immediate termination of the service and refusal of future bookings.
Where a service is terminated on these grounds, the full booked price remains payable.
Right to Refuse or Discontinue Service
We may refuse, pause or discontinue a service where there are reasonable safety, operational or conduct concerns, including:
- Unsafe or unexpectedly unsanitary property conditions
- Undisclosed hazards
- Inappropriate conduct by any person at the property
- Property access problems
- Unsecured or unsafe animals
- Missing products, equipment or protective measures required for specialist work
- Work that falls materially outside the approved scope
- Any circumstance in which the service cannot be completed safely or to our standard
Conditions found on arrival
Where we attend and find conditions outside the agreed scope that cannot be safely or properly addressed within it, including mould requiring remediation, pest infestation, biohazard material or hoarding conditions, we will stop work and speak with you. A fee equal to the no access fee applies for the attendance, and the work will be requoted so you can decide whether to proceed.
Where practical, we will always explain the reason and discuss a revised scope or a rescheduled service.
Liability, Damage and Insurance
Vesta holds public and products liability insurance with QBE Insurance (Australia) Limited, with a limit of $10 million for any one occurrence. It covers Vesta's legal liability for accidental injury to people and accidental damage to property in connection with our work. A certificate of currency is available on request. Accidental damage is reported to you the same day, in writing, without exception.
Please disclose fragile, high value, sentimental or irreplaceable items before a service begins so they can be excluded from scope or handled appropriately.
We are not responsible for loss or damage arising from:
- Pre-existing damage, defects, deterioration or ordinary wear and tear
- Unstable, incorrectly installed or already damaged fixtures
- Unsuitable products or equipment supplied or requested by you
- Items of sentimental or irreplaceable value that were not disclosed
- Manufacturer defects
- Circumstances outside our reasonable control
To the extent permitted by law, we are not liable for indirect or consequential loss, including loss of income, loss of opportunity or loss of use.
These limitations apply only to the extent permitted by law and do not exclude responsibility where we have failed to exercise due care and skill.
Where you, a member of your household, a visitor or a pet damages Vesta equipment, products or supplies, you may be responsible for the reasonable cost of repair or replacement.
Quality Assurance and Feedback
Tell us within 48 hours and we return and correct it at no charge.
Every visit is delivered against a written checklist. If you believe something was missed or completed below the agreed standard, tell us within 48 hours where reasonably possible, so we can look at it while the condition is still current.
We may ask for details of the concern, supporting photographs, access to inspect the area, or a reasonable opportunity to correct it.
Where the work fell short of the agreed scope, we will return and correct it at no charge. Where a corrective visit is not appropriate, we may offer a service credit, a partial refund or another suitable remedy depending on the circumstances.
Nothing in this section removes or limits any right or remedy available to you under the Australian Consumer Law.
Photography and Media
With your consent, we may take photographs or short video of surfaces we have worked on, for Vesta's portfolio, website and social media.
Where consent is given:
- Images are close cropped to the surface or fitting only.
- No exteriors and no identifying features. Wide shots of a whole room are never taken under this consent. They are only taken under a separate written consent, and only after you have seen the frames.
- No personal belongings, documents, photographs, artwork or correspondence appear in frame.
- Your name, address and suburb are never published alongside an image.
Consent is entirely optional and is never a condition of service. You may withdraw it at any time in writing. Withdrawal applies to future images, and we will remove previously published images on request wherever it is reasonably practicable to do so.
Non-Solicitation of Vesta Personnel
This section is not currently used.
Privacy and Personal Information
Our Privacy page explains this in plain language. We collect only what we need to deliver your service: your name, contact details, property address, access arrangements, service preferences and payment details.
- Access codes and keys are held as described in section 5.
- Payment details are processed and held by Square and are not stored by Vesta.
- Photographs are only taken and used with your consent, on the terms in section 10.
- We do not sell your information, and we do not share it with third parties other than the payment, scheduling and communication providers we use to run the service, or where required by law.
- You may ask us at any time what we hold about you, ask us to correct it, or ask us to delete it where we are not required to keep it.
No Lock-In
There is no minimum term, no contract period and no exit fee. You may end a recurring arrangement at any time by telling us, by phone, by email or on the pause, end or restart page. Ending takes effect from your first request and carries no fee. The notice periods in section 2 apply only to individual bookings already scheduled.
The price for your unchanged ongoing scope is reviewed each July, with at least 30 days' notice. A price agreed within 30 days of a review is held until the following July. A new scope or changed frequency may have a different price only when agreed in writing before it takes effect. GST registration is handled as described in section 03. These terms apply when expressly accepted with your quote. Publishing a new version does not retrospectively amend an existing accepted agreement.
Australian Consumer Law
Vesta operates in accordance with the Australian Consumer Law and applicable Western Australian requirements.
Our services come with consumer guarantees that cannot be excluded under the Australian Consumer Law. Nothing in these Terms and Conditions excludes, restricts or modifies any right, guarantee or remedy that cannot lawfully be excluded, restricted or modified.
Changes to These Terms
We may update these Terms and Conditions as our services, systems or legal obligations change. The current version is published on the Vesta website with its effective date.
Material changes are communicated to affected clients by email or another agreed method before they take effect. Updated terms apply only to services commencing on or after the stated effective date and never retrospectively alter the conditions or price of a service already completed.
If you do not wish to continue under updated terms, you may end your arrangement before the effective date at no cost and with no fee of any kind. Any deposit or prepayment for services not yet delivered is refunded in full.
Governing Law and Disputes
These Terms and Conditions are governed by the laws of Western Australia.
If a dispute arises, both parties agree to first raise it directly and in good faith, and to allow a reasonable opportunity to resolve it, before commencing any formal proceedings. Nothing in this section prevents either party from seeking urgent relief where genuinely required, or from exercising any right under the Australian Consumer Law.
Severability
If any provision of these Terms and Conditions is found to be void, unenforceable or unlawful, that provision is severed and the remaining provisions continue in full force. Where a provision can be read down so as to be valid and enforceable, it is to be read down rather than severed.
Entire Agreement
These Terms and Conditions, together with your accepted quote, your service agreement and any written service instructions, form the entire agreement between us. They replace any earlier discussion, representation or arrangement about the same subject matter.
Acceptance of Terms
These Terms and Conditions are provided to you, or made reasonably accessible, before your service begins.
By booking or confirming a service, paying a deposit or invoice, or allowing us to enter the property and begin work after receiving these terms or a direct link to them, you confirm that you have read, understood and accepted them.
For recurring clients, acceptance applies to future scheduled services under the same arrangement. You are not required to accept these terms again before every visit.
Where an existing recurring client receives notice of updated Terms and Conditions and then allows the first scheduled service on or after the effective date to proceed, that constitutes acceptance of the updated terms.