Terms & conditions

1. About these terms

These Terms & Conditions apply when you use the Orchid Cleaning Services website, request a quote, contact us or submit a customer review. They also explain how cleaning arrangements are confirmed. By using the website, you agree to use it lawfully and in accordance with these terms.

Orchid Cleaning Services provides information about residential and commercial cleaning and a way to enquire about services. These terms take effect on the date shown above.

2. Information on the website

We aim to provide clear, accurate information about our services. Descriptions, service locations, available dates and other website content may change. Displaying a service on the website does not mean that a particular job, location or date has been accepted.

Images and general descriptions are illustrative unless expressly identified as part of a confirmed service quotation.

3. Quote requests and bookings

Sending a quote or contact form is an enquiry only. It is not a confirmed price, binding booking or promise that work will be carried out. A preferred date entered on the website is a request rather than a reserved appointment.

Before a service is agreed, we may discuss the property, requested tasks, access arrangements, any exclusions and the time required. A cleaning booking is confirmed only when we and the customer agree on the work and the relevant price and scheduling arrangements.

4. Pricing and payment

Any price or estimate is based on the information available when it is given. A final quote should explain the agreed scope, charges and applicable taxes before the customer accepts it. Additional work or changes to the agreed scope may require a revised price, which we will discuss before proceeding.

Payment methods, payment dates and any invoice terms are agreed as part of the particular service arrangement. The website does not currently provide online card checkout or automatic payment processing.

5. Customer responsibilities and property access

Please provide accurate contact and property information, identify cleaning priorities and advise us about relevant access restrictions or hazards before a visit. This includes any conditions that could affect the safe and reasonable performance of the work.

Customers are responsible for arranging authorised access at an agreed time, keeping pets and occupants safe where necessary, and identifying fragile, valuable or unusually sensitive items that need special handling. Any requested tasks outside the agreed cleaning scope must be discussed separately.

6. Health and safety

We aim to carry out cleaning work safely for customers, occupants, visitors and cleaners. Before work begins, please tell us about any known hazards, unsafe access, electrical risks, hazardous substances or other conditions that could affect the job.

Please keep children and pets away from active cleaning areas and follow reasonable safety instructions. Cleaning products and equipment will be used with appropriate care and in accordance with relevant safety guidance.

If a situation presents an unacceptable safety risk, we may pause, change or decline the affected work until it can be done safely. We will discuss any resulting changes to the agreed scope or schedule. Nothing in these terms reduces obligations under applicable New Zealand health and safety law.

7. Changes, rescheduling and cancellation

If you need to change or cancel a confirmed service, please contact us as early as reasonably possible. We will discuss an alternative date where one is available.

Any cancellation or rescheduling charge must be disclosed and agreed as part of the booking arrangements and must comply with applicable law. These website terms do not impose an automatic fixed cancellation fee.

8. Cleaning standards, issues and consumer rights

We aim to carry out agreed cleaning work with reasonable care and skill. If you have concerns about the service, please contact us as soon as practical with details of the issue so it can be assessed and an appropriate resolution discussed.

Nothing in these terms excludes or restricts rights or remedies that cannot lawfully be excluded, including rights under the Consumer Guarantees Act 1993 and the Fair Trading Act 1986 where they apply. Any rights under those laws continue to apply regardless of these website terms.

9. Verified customer reviews

To submit a review, you must have a matching completed job number and the booking email address or phone number used for that job. A successful verification allows you to edit your public display name and general location and provide a rating and written review.

Submitting a review gives us permission to check its authenticity and, if approved, display your star rating, review text, chosen public details and job ID on the website. Reviews are moderated before publication; submission does not guarantee that the review will appear.

Reviews must reflect genuine personal experience. Do not impersonate someone else, submit a review for a job you are not entitled to review, or include unlawful content, threats or another person's private information. We may refuse or remove content that violates these rules, but we do not reject genuine criticism merely because it is negative.

You retain ownership of your original review content. By submitting it with publication permission, you grant us a non-exclusive, royalty-free permission to display it on this website for the purpose of sharing customer feedback. Contact us if you wish to request correction or removal.

10. Acceptable website use

Do not use this website to submit fraudulent enquiries, attempt unauthorised access to administration systems, send spam, interfere with the service, or misuse another person's job number or contact details.

We may limit or block submissions where needed to protect the website and its users.

11. Website content and external links

Unless otherwise stated, website text, imagery, design and branding belong to Orchid Cleaning Services or are used with permission. You may view and use the website for normal personal or business enquiry purposes, but must not falsely represent an association with us or misuse our content.

Links to external websites are provided for convenience. Third-party websites have their own content, terms and privacy practices.

12. Website availability and errors

We may maintain, update or temporarily suspend parts of the website. An on-screen submission error means you should not assume a message was received. A successful form submission confirms receipt of information, not acceptance of a job or a guaranteed response time.

Nothing in this section limits any statutory rights that apply to a confirmed cleaning service.

13. Privacy, changes and contact

Our Privacy Policy explains how we use information submitted through the website, including quote forms, contact messages and verified reviews.

We may revise these terms from time to time. The updated terms will appear on this page with a new effective date. If you have a question or concern about the website or an agreed cleaning service, please use the Contact page.

14. Governing law

These terms are governed by New Zealand law. This does not limit any mandatory consumer or privacy protection that applies to you under relevant legislation.