Terms & Conditions
By requesting, accepting, or using the services provided by Young Brothers Outdoor Care, you agree to be legally bound by the following Terms and Conditions. Please read them carefully before proceeding with any service.
Contents
Contact Information
Phone: 0406 929 353
Email:
General Enquiries: contact@youngbrothers.com.au
Accounts & Payments: accounts@youngbrothers.com.au
ABN: 21 467 964 189
Phone: 0406 929 353
Email:
General Enquiries:
contact@youngbrothers.com.au
Accounts & Payments:
accounts@youngbrothers.com.au
ABN: 21 467 964 189
Service and Scheduling
1. Service Policy:
1.1 Booking a Service: To book a service, please complete the online contact form, ensuring all required details are provided. Alternatively, we can also be contact directly via text message or email.
1.2 Service Confirmation: Once we have received an enquiry via our online form, text message, or email, a team member will contact the customer to assist with the booking. While we aim to respond on the same day, response times may vary depending on workload. Please allow up to 48 hours for a reply.
1.3 Service Reminders: A service confirmation email will be sent three (3) days prior to the scheduled service, confirming the date, time, location, and scope of work. An SMS reminder will also be sent at 10:00 AM (1) day before the booking outlining the date and time of the service.
1.3.1 Automated Service Reminder Guidelines: Our automated SMS reminders are sent from a separate number for scheduling convenience. All general enquiries, booking changes, or service-related communication must be directed to our primary business contact number: 0406 929 353.
Messages sent in reply to the automated reminder line are not monitored and do not constitute valid notice of any changes to scheduled services. Email replies to reminder messages are also not guaranteed to be seen in time, particularly for urgent matters or short-notice changes.
All time-sensitive or important communication should be made through our main business line (0406 929 353) via SMS or phone call whenever possible.
1.4 Delays: While we make every effort to arrive and complete services at the scheduled time, delays may occasionally occur due to factors beyond our control, such as weather conditions, traffic, or unforeseen operational issues. In the event of a delay, we will contact the customer as soon as possible to provide an updated arrival time or to reschedule if necessary.
2. Service Changes:
2.1 Cancellations by Customer: Customers are required to provide a minimum of 24 hours’ notice to cancel a scheduled service. Cancellations made with less than 24 hours’ notice may incur a cancellation fee.
2.2 Service Adjustments: Customers must provide a minimum of 24 hours’ notice to request adjustments to their booking, including changes to the timing, scope of work, or service details. Adjustments will be accommodated where possible, and any additional charges will be communicated to the customer for approval before proceeding.
2.3 Rescheduling: Customers must provide a minimum of 24 hours’ notice to request a rescheduling of a service. All rescheduling requests are subject to availability, and acceptance is not guaranteed. If a customer requests to move a booking to another date with less than 24 hours’ notice, a cancellation fee may apply.
2.4 Cancellation by Us: We may need to cancel or reschedule a service due to circumstances such as weather, staff availability, or other operational issues. Customers will be notified as soon as possible if any changes occur. We may also cancel or postpone a service if customer responsibilities, as outlined in these terms, are not met, and applicable fees may be charged.
3. Quotes:
3.1 Quote Validity: Quotes are valid for 30 days from the date of issue, unless otherwise stated. All quotes are subject to change if there are alterations to the scope of work, site conditions, or any other relevant factors that may affect the original assessment.
3.2 Changes to Quote: Changes to the quote prior to or during the service due to variations in scope, site conditions, or other relevant factors will be communicated to the customer. Any adjustments must be agreed upon before further work proceeds.
3.3 Deposits: For larger services or services requiring the purchase of materials, a deposit may be requested before the service booking. For further details, refer to Section 2.2 under our Payment Policy.
3.4 Absence of Quote or Late Notice Requests: Where a quote is not requested by the client prior to the commencement of work, or where a service is booked on short notice without sufficient time to provide a formal quote, the service will be carried out at our discretion. In such cases, pricing will be determined and invoiced after the job based on the nature and extent of the work completed. A predetermined price will not be provided, and the client agrees to accept and pay the invoiced amount in full.
Payment Policy
1. Payment Methods:
1.1 Payment Options: The following payment methods are accepted:
- Credit and Debit Cards (Visa, Mastercard, American Express)
- Apple Pay, Google Pay, Link
- Bank Transfer
- Cash
1.2 Payment Instructions: Upon completion of a service, an invoice will be issued via email with full payment instructions included. A follow-up SMS notification will also be sent to confirm that the invoice has been issued.
Payments can be made online following the instructions provided, or in person after the service using any of the accepted payment methods. For in-person payments, customers must notify us prior to the service.
1.3 Bank Transfer Payments: Payments made via bank transfer must reference the corresponding invoice number.
1.4 Cash Payments: Cash payments must be made on site either before or immediately after the service is completed. Cash collection may also be arranged by prior agreement.
2. Payment Terms:
2.1 Service Payment: The total cost of the service, including any applicable extra charges, will be detailed in the invoice. Payment must be made within 14 days of the invoice date, unless otherwise stated on the invoice or agreed upon prior to the service. Where a deposit has been made, the remaining balance is subject to the same payment terms.
If payment cannot be made within 14 days, the customer must provide a minimum of 24 hours’ notice before the due date. Failure to do so may result in a late payment fee being applied.
Payment reminders will be sent to assist customers in meeting their due dates. All payments must be received no later than 11:59 PM on the due date specified.
2.2 Payment of Deposit: Deposits for services must be paid no later than 24 hours before the scheduled service, unless otherwise agreed. Deposits for materials must be received prior to the purchase of any required items, unless otherwise agreed. If deposit requirements are not met within the specified timeframes, the service may be rescheduled or cancelled, and fees may apply.
3. Late Payments:
3.1 Late Payment Fee: Failure to settle the balance of an invoice by the due date, or without prior notice or agreement, may result in a late payment fee of $5 per day until the invoice is paid in full. Recovery costs associated with overdue payments may also apply. Grace periods may be granted at our discretion.
3.2 Collections: Unpaid invoices that remain outstanding after a specified period may be referred to a collections agency. Legal action may also be initiated to recover any unpaid amounts, along with any additional costs incurred during the recovery process.
Customer Responsibilities
1. Property Conditions:
1.1 Site Access: It is the customer’s responsibility to ensure that all areas of the property to be serviced, including any required access points, are clear of obstacles (e.g., toys, vehicles, equipment) prior to the scheduled service time.
If access is not properly prepared upon arrival, the service may be cancelled or rescheduled at our discretion. We are not required to wait for access to be cleared, and additional fees may apply.
1.2 Pets: It is the customer’s responsibility to ensure that all pets are secured indoors and that all pet waste is removed from the service area prior to the scheduled service time.
If these requirements are not met upon arrival, the service may be cancelled or rescheduled at our discretion. We are not required to wait for these tasks to be completed, and additional fees may apply.
1.3 Rubbish: It is the customer’s responsibility to ensure that all rubbish is removed from the service area prior to the scheduled service time. We do not collect, dispose of, or remove rubbish left on the property.
1.4 Hazard Disclosure: It is the customer’s responsibility to disclose, to the best of their knowledge, any known or potential hazards, including but not limited to; above ground or underground wiring, piping, gas lines, water meters, and similar infrastructure.
2. Service Responsibilities:
2.1 Communication: It is the customer’s responsibility to read and respond to all communications, including messages and emails, within a reasonable timeframe. We may not respond to messages or emails sent outside of business hours, on weekends, or on public holidays.
While we aim to follow up on unanswered communications after a few days, it remains the customer’s responsibility to maintain timely correspondence. We are not responsible for ongoing follow-ups.
2.2 Service times: It is the customer’s responsibility to be aware of the scheduled service time and to provide the required notice for any changes or issues. However, if changes to the service are made by us on short notice, the customer will not be held responsible for providing advance notice in those instances.
2.3 Payment Dates: It is the customer’s responsibility to be aware of payment due dates. Payment reminders are automatically issued at set intervals following the invoice being sent. Please refer to our Payment Policy.
2.4 Notice: It is the customer’s responsibility to provide the required or adequate notice for any changes to their booking or payment obligations.
2.5 Acknowledgement of Terms and Updates: It is the customer’s responsibility to read, understand, and comply with our Terms and Conditions. A link to our full Terms and Conditions is provided at the time of requesting services and is included on all invoices and quotes.
Customers are responsible for reviewing any updates communicated via email. Continued use of our services constitutes acceptance of the most current version of the Terms and Conditions.
3. Use of Customer Supplied Equipment or Product:
While the use of customer-supplied equipment or product is not standard practice, we may agree to do so upon specific request, subject to the following terms:
3.1 Damage Liability: We do not accept responsibility for any damage to, or caused by, customer-supplied equipment or product unless the damage results from our negligence.
3.2 Loss or Theft of Equipment: We do not accept responsibility for any customer-supplied equipment or product that may be lost, stolen, or misplaced during use.
3.3 Equipment Condition: It is the customer’s responsibility to ensure that any equipment or product supplied for use is in full working order prior to being provided to us.
3.4 Faulty or Unsafe Equipment: The customer may be held responsible for any damage or injury resulting from the use of faulty or unsafe equipment or product they have supplied, regardless of any personal safety checks we may conduct.
3.5 Legal and Safe Use of Products: Where products include herbicides, pesticides, or other chemicals, it is the customer’s responsibility to ensure the product is legally compliant, clearly labelled, and safe for the intended use. We reserve the right to decline use of any product we deem unsafe or unsuitable.
3.6 Indemnity and Payment Obligation: In the event that any damage, incident, or substandard result arises from the use of customer-supplied equipment or products, the customer agrees to release Young Brothers Outdoor Care from all liability and remains fully responsible for payment of the total service cost in full, regardless of the outcome.
Termination of Service
1. Termination by Customer:
Customers may cancel or discontinue our services by providing written notice via email or text message. A minimum of 24 hours’ notice prior to the next scheduled service is required. Cancellations made with less than 24 hours’ notice may incur a cancellation fee, applied at our discretion.
Any outstanding invoices must be paid in full prior to termination. Deposits paid for services that have already commenced are non-refundable.
2. Termination by Us:
Young Brothers Outdoor Care reserves the right to cancel or terminate services at our discretion, including but not limited to the following circumstances:
- Failure by the customer to meet payment obligations.
- Failure to comply with customer responsibilities outlined in these Terms and Conditions.
- Unsafe or unsuitable working conditions.
- Behaviour that is abusive, threatening, or otherwise inappropriate.
Where possible, reasonable notice will be given to the customer before termination, unless immediate termination is required due to safety, legal, or operational concerns.
3. Final Settlement:
Upon termination by either party, any outstanding payments must be settled within 7 days unless otherwise agreed. We reserve the right to seek legal recovery of unpaid amounts, including applicable recovery costs.
Photography and Media
1. Scope of Use:
We may take photographs and/or videos of your property before and upon completion of our services for promotional purposes, including but not limited to use on our website, social media, marketing materials and portfolios.
2. No Identifying Information:
Any media we use will never disclose your name, address, or any other personal or location-specific information. We may use the suburb the media was taken in for marketing or SEO purposes unless requested otherwise.
3. Approval:
3.1 Process: When we wish to use photos and/or videos from a customer’s project, we will contact the customer to request full permission as outlined in these terms. If the customer requests, we will provide the specific media for their review and approval prior to use. Upon such request, this review process will apply to all future media usage involving that customer.
3.2 Approval: The customer must provide written approval for this process either by text message or email.
4. Withdraw Consent (Change of Mind):
4.1 Withdrawal: You may withdraw your approval at any time by notifying us via text message or email.
4.2 Removal Process: Upon receipt of your withdrawal notice, we will removal the specified media from all accessible platforms within 24 hours. This may not apply to any media that has been printed or cannot be changed.
5. Persistance of Media After Service Termination:
Unless a specific request is made, any previously approved media may continue to be used even after services have been cancelled or discontinued. If you would like the media removed, please notify us via text or email, and we will do so within 24 hours.
Limitation and Liability
1. General Limitation:
We will perform all services with reasonable care, skill, and diligence, consistent with industry standards. However, to the maximum extent permitted by law, we shall not be liable for any loss, damage, injury, or claim arising out of or in connection with the services provided, except to the extent caused by proven negligence or breach of contract.
2. Property Damage:
We are not responsible for any damage caused by debris, stones, or other objects flicked or propelled by our equipment, including but not limited to damage to windows, vehicles, structures, or other property.
We are not responsible for damage to movable property or personal items belonging to the client that obstruct access to the work area, particularly where such items have not been removed or secured prior to the commencement of services.
3. Pressure Washing Services:
3.1 Chemical Liability: We are not liable for any chemical damage to surfaces or surrounding vegetation unless caused by negligence.
3.2 Damage: We are not responsible for damage resulting from:
- Pre-existing damage or defects.
- Surfaces not recommended for pressure washing or not disclosed to us as sensitive.
- Water intrusion leading to internal or external property damage.
3.3 Customer Preparation: It is the customer’s responsibility to ensure that all doors, windows, vents, and other potential entry points are adequately sealed, protected, or covered (e.g. with towels) to prevent water ingress during pressure washing services.
4. Pesticide and Herbicide Application:
While we take the utmost care in the application of all chemical product, we cannot be held liable for the following:
- Any damage, discolouration, or death to surrounding vegetation that may occur inside or outside of the designated treatment area.
- Any staining, discolouration, or damage that may occur to adjacent surfaces, structures, or materials.
- Any herbicide or pesticide treatment that is not fully effective. Environmental factors and conditions beyond our control may impact the effectiveness of the products applied.
5. Horticultural Services:
5.1 We are not trained professional horticulturists. Any horticultural advice provided is general in nature.
5.2 We do not accept liability for damage, loss, or death of plants, trees, or vegetation unless due to proven negligence.
6. Pre-Existing Conditions:
We are not responsible for any damage, deterioration, or faults that existed prior to the commencement of services. This includes, but is not limited to, structural weaknesses, existing cracks, rot, decay, corrosion, or fragile materials.
7. Unforeseen or Undisclosed Hazards:
We are not liable for damage, injury, or loss resulting from undisclosed or hidden hazards, including but not limited to:
- Above-ground or underground wiring
- Piping and plumbing infrastructure
- Gas lines
- Water meters
- Irrigation systems
- Other similar hidden installations
Customers are required to disclose, to the best of their knowledge, any hazards prior to commencement of work.
8. Customer-Supplied Equipment or Products:
When customer-supplied equipment or product is used, all terms outlined under Section 3 of Customer Responsibilities will apply. We do not accept responsibility for any damage caused to or by customer-supplied equipment, except in cases of proven negligence.
9. Non-Standard and Discretionary Services:
In some circumstances, Young Brothers Outdoor Care may agree, at our discretion, to perform services that fall outside our standard or advertised offerings (“Non-Standard Services”) at the specific request of the client. The following conditions apply:
9.1 Scope and Discretion: Non-Standard Services are accepted solely at our discretion and must be agreed upon with the client, either verbally or in writing, prior to commencement.
9.2 Equipment and Product Use: We are not liable for any damage, faults, or failures resulting from the use of customer-supplied equipment or products related to Non-Standard Services (see Section 3 – Use of Customer-Supplied Equipment and Products).
9.3 Informed Inexperience: Where it has been communicated that a task falls outside our usual scope of experience, we do not accept responsibility for any outcome or damage arising from informed inexperience.
9.4 Result Disclaimer: We do not guarantee results for Non-Standard Services and do not accept liability for suboptimal or unexpected outcomes.
9.5 Payment Obligation: In the event that suboptimal results or damage occur during the performance of Non-Standard Services, the client remains fully responsible for settling the agreed-upon cost of the service in full. We do not provide refunds, discounts, or compensation for outcomes related to Non-Standard Services or any resulting damage unless negligence on our part is clearly established.
9.6 Right of Refusal: We reserve the right to refuse any requested Non-Standard Service if it is deemed unsafe, inappropriate, or beyond the reasonable expectations of our capabilities.
9. Maximum Liability:
Where liability cannot be excluded, our total liability shall be limited, at our discretion, to:
- Re-supply of the services or payment of the cost of having the services supplied again.
In no circumstances shall our liability exceed the amount paid by the customer for the specific service giving rise to the claim.
10. Insurance Coverage:
Young Brothers Outdoor Care holds active Public Liability and Product Liability Insurance, providing coverage for third-party property damage or loss arising from our services, up to the policy limit.
This insurance offers protection in the event that our work unintentionally causes damage to customer property or results in loss associated with the products we use or supply.
We take care to minimise risks; however, if an incident occurs that may result in a claim, customers must notify us within 48 hours of the service. All claims are subject to the assessment and procedures of our insurance provider.
Please note that our insurance does not cover:
- Damage to pre-existing faults or conditions.
- Incidents caused by undisclosed hazards.
- Damage or loss arising from the use of customer-supplied equipment.
- Events outside the reasonable control of Young Brothers Outdoor Care.
A certificate of currency (proof of insurance) is available to customers upon request.
Customer Satisfaction
1. Service Standards:
We are committed to delivering services with a high standard of care, professionalism, and attention to detail. Our team aims to meet or exceed the quality standards expected of a professional outdoor care provider. We continuously strive to improve our services through regular review, training, and customer feedback.
2. Customer Feedback:
2.1 Improvement: We encourage and welcome customer feedback to help us maintain and improve our service standards. All feedback is taken seriously and where appropriate, incorporated into our practices to enhance the customer experience. Your input helps us continue to grow and provide better service.
2.2 Satisfaction: If you are not fully satisfied with our service, you must notify us within 48 hours of completion. We will assess the issue and if appropriate, offer a solution such as a correction, partial refund, or other reasonable remedy.
3. Reviews:
3.1 We appreciate customers who take the time to leave a review. Sharing your experience helps others make informed decisions and supports the growth of our business. If you are satisfied with our service, we kindly invite you to leave a google review which can be done on the front page of our website or by searching Young Brothers Outdoor Care into google.
3.2 False or Misleading Reviews: If a review is found to be false, misleading, or defamatory, we reserve the right to take appropriate action, including but not limited to:
- Contacting the reviewer to resolve the issue directly.
- Requesting the platform hosting the review to remove or investigate the content.
- Taking legal action if the review is damaging to our reputation and is proven to be untrue or malicious.
3.3 We encourage all customers to raise any concerns with us directly before posting reviews, to allow us an opportunity to resolve any issues in good faith.
4. Conditions:
4.1 We reserve the right to determine the most appropriate remedy based on the nature of the concern.
4.2 Complaints raised after 48 hours may not be eligible for correction unless there are exceptional circumstances.
4.3 Refunds are not guaranteed and are considered only if the service was clearly not performed to a reasonable standard.
4.4 Dissatisfaction based on issues outside of our control (such as pre-existing damage, incorrect information supplied, or unrealistic expectations not aligned with our service scope) may not be grounds for a remedy.
Dispute Resolution
How We Handle Concerns:
At Young Brothers, we aim to handle any concerns quickly and fairly. If you have an issue with our services, please contact us as soon as possible by phone, text, or email.
We will do our best to work with you to resolve the matter promptly and professionally. We encourage open communication and will always do our best to find a reasonable and fair solution.
Intellectual Property Rights
Use of Our Branding and Materials:
All names, logos, branding, materials, and content provided by Young Brothers Outdoor Care are protected by intellectual property laws. Customers and third parties may not use, copy, reproduce, modify, distribute, or share any of our materials without our prior written permission.
We encourage customers to share photos of our completed work on social media, provided that Young Brothers Outdoor Care is clearly credited. Any other use of our branding, logos, or promotional materials must be requested and approved in writing.
We reserve the right to take legal action for any unauthorised use, reproduction, or distribution of our intellectual property.
Policy Updates
Changes to Terms and Conditions:
Our Terms and Conditions are reviewed and updated on a needs basis to reflect changes in our services or operations. Customers will be notified of any updates via email within 24 hours of the change. Updated terms become effective 24 hours after notification is sent. Customers are responsible for reviewing updates as outlined in Section 2.5 of Customer Responsibilities.
Need Help or Have Questions?
If you have any questions or concerns about these Terms and Conditions, please don’t hesitate to contact us. We’re happy to help and look forward to working with you.