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Terms & Conditions

BrightHouse Pro Ltd
Last Updated: 6 June 2026

Welcome to BrightHouse Pro. These Terms & Conditions apply to all cleaning services provided by BrightHouse Pro Ltd (“BrightHouse Pro”, “we”, “us”, or “our”) to our customers. By booking a service, accepting a quote, approving work to proceed, or allowing us to attend a property, you confirm that you have read, understood, and agreed to these Terms & Conditions.

If you have any questions regarding these terms, please contact us before booking.

Important Pricing Notice: BrightHouse Pro is not currently GST registered. No GST is added to our quotes or invoices. A minimum service charge of $180 applies to all bookings unless otherwise agreed in writing.

1. Services We Provide

BrightHouse Pro provides professional cleaning services for residential and commercial customers, including:

  • Residential Carpet Cleaning

  • Commercial Carpet Cleaning

  • Upholstery Cleaning

  • Rug Cleaning

  • Mattress Cleaning

  • Stain Treatment

  • Deodorising & Odour Treatment

  • Carpet & Fabric Protection (where available)

  • Related Cleaning Services agreed in writing

While we strive to achieve the best possible results, outcomes may vary depending on the condition, age, material type, previous treatments, staining, odour levels, accessibility, and general wear of the item or area being cleaned.

2. Bookings & Service Acceptance

Bookings may be made online, by phone, email, ServiceM8, or through another approved communication method.

A booking is not confirmed until BrightHouse Pro has accepted the booking and provided confirmation.

We reserve the right to decline, cancel, or reschedule bookings where necessary, including situations involving:

  • Unsafe working conditions

  • Unsuitable access

  • Changes to the job scope

  • Services outside our capabilities

  • Services outside our operating area

Where we cancel a booking after payment has been received, any payment made for services not completed will be refunded.

3. Quotes & Pricing

All pricing is quoted in New Zealand Dollars (NZD).

Quotes are based on information provided at the time of enquiry, booking, or inspection, including:

  • Number of rooms

  • Approximate floor area

  • Carpet or fabric condition

  • Staining or odours

  • Access requirements

  • Furniture movement

  • Parking and travel requirements

  • Additional services requested

Quotes remain valid for 14 days unless stated otherwise in writing.

Final pricing may change if:

  • Additional rooms or areas are added

  • Actual areas exceed original estimates

  • Heavier soiling or staining is present

  • Pet odours or urine contamination require treatment

  • Access or parking difficulties occur

  • Travel surcharges apply

  • Heavy furniture moving is requested

  • After-hours or urgent work is required

  • The agreed scope of work changes

Where practical, we will advise customers of additional costs before proceeding.

4. Carpet Condition Pricing

BrightHouse Pro uses condition-based pricing for carpet cleaning services.

Light Condition

Carpets with light household soiling, light traffic marks, and no significant stain or odour concerns.

Heavy Condition

Carpets with heavier soiling, visible traffic lanes, dirt build-up, odour concerns, multiple stains, or extended periods since the last professional clean.

Heavier-condition carpets may require additional cleaning products, labour, dwell time, and cleaning passes, which may affect pricing.

5. Minimum Service Charge

A minimum service charge of $180 applies unless otherwise agreed in writing.

This charge helps cover:

  • Travel

  • Equipment setup

  • Cleaning equipment usage

  • Labour

  • Administration

  • Operating costs

If the calculated service cost falls below the minimum charge, the minimum service charge will apply.

6. Payment Terms

Payment is due upon completion of services unless otherwise agreed in writing.

Accepted payment methods include:

  • Cash

  • Bank Transfer

Customers must include the invoice number, job number, or surname when making bank transfer payments.

Commercial clients may be offered alternative payment terms in writing. Unless otherwise agreed, commercial invoices are payable within 7 days of the invoice date.

Insurance claims do not alter payment obligations. Customers remain responsible for payment by the due date regardless of reimbursement timelines.

7. Late Payments

If payment is not received by the due date, BrightHouse Pro reserves the right to:

  • Issue payment reminders

  • Suspend or decline future bookings

  • Recover reasonable debt collection costs

  • Refer outstanding debts to a collection agency

Customers are responsible for reasonable costs incurred in recovering overdue amounts.

8. Cancellations & Rescheduling

We understand that plans can change and appreciate as much notice as possible.

More Than 24 Hours Notice

No cancellation fee will generally apply.

Less Than 24 Hours Notice

A cancellation fee or callout fee may be charged where labour, travel, scheduling, materials, or resources have already been committed.

If BrightHouse Pro needs to reschedule or cancel due to weather, illness, equipment issues, safety concerns, or circumstances beyond our control, we will contact you as soon as reasonably possible.

9. Customer Responsibilities

To help us provide the best service, customers agree to:

  • Provide safe and clear access to work areas

  • Remove valuables, fragile items, toys, clothing, and personal belongings

  • Disclose stains, odours, pet accidents, water damage, or previous cleaning attempts

  • Advise us of delicate materials or special care requirements

  • Secure pets and supervise children away from work areas

  • Provide access to water and power where required

  • Inform us of parking restrictions

  • Advise us of any known hazards or damage

BrightHouse Pro is not responsible for delays, incomplete work, or additional costs resulting from inadequate preparation, restricted access, or inaccurate information.

10. Furniture Moving

Light furniture may be moved where safe and practical.

The following are not included unless agreed beforehand:

  • Beds

  • Wardrobes

  • Large cabinets

  • Dining tables

  • Electronics

  • Antiques

  • Fragile items

  • Furniture requiring multiple people to move

We reserve the right to decline moving any item where injury or damage risks exist.

11. Stain & Odour Treatment

BrightHouse Pro uses professional-grade cleaning methods and products; however, stain and odour removal cannot be guaranteed.

Results depend on factors such as:

  • Fibre type

  • Age of stain

  • Previous cleaning attempts

  • Chemical residues

  • Sun fading

  • Wear and tear

  • Depth of contamination

  • Drying conditions

Some stains or odours may be permanent or require specialist treatment.

12. Pre-Existing Damage

Cleaning may reveal pre-existing issues, including:

  • Fading

  • Fibre wear

  • Loose seams

  • Delamination

  • Shrinkage risks

  • Water marks

  • Colour loss

  • Manufacturing defects

  • Damage caused by previous treatments

BrightHouse Pro is not responsible for pre-existing damage, manufacturing defects, or wear and tear.

13. Drying Times & Aftercare

Drying times are estimates only and depend on:

  • Material type

  • Weather conditions

  • Humidity

  • Ventilation

  • Soil levels

  • Cleaning methods

Customers should:

  • Keep areas well ventilated

  • Avoid walking on damp carpets where possible

  • Keep pets and children away until dry

  • Delay replacing furniture unless protective tabs are used

  • Follow all aftercare advice provided

Failure to follow aftercare recommendations may affect results and void workmanship guarantees.

14. Workmanship Guarantee

If you are dissatisfied with the quality of our workmanship, please contact us within 48 hours of service completion.

We may inspect and, where appropriate, re-clean affected areas at no additional cost.

The workmanship guarantee does not cover:

  • Permanent stains

  • Deep contamination

  • Wear and tear

  • Sun fading

  • Fibre damage

  • Pre-existing damage

  • Poor drying conditions

  • Failure to follow aftercare instructions

Customers must allow BrightHouse Pro the opportunity to inspect and address concerns before engaging another provider.

15. Commercial Services

Commercial quotations will define:

  • Scope of work

  • Access arrangements

  • Timing requirements

  • Service expectations

Additional charges may apply for:

  • After-hours services

  • Weekend work

  • Restricted access sites

  • Compliance requirements

  • Urgent bookings

Commercial customers must provide all required site access and safety information before work begins.

16. Health & Safety

BrightHouse Pro may refuse or stop work where health and safety concerns exist, including:

  • Unsafe access

  • Electrical hazards

  • Biohazards

  • Bodily fluids

  • Hazardous contamination

  • Aggressive behaviour

  • Unsecured animals

  • Unsafe loading areas

  • Excessive clutter

  • Structural hazards

Customers must disclose known hazards before services commence.

17. Liability

BrightHouse Pro will exercise reasonable care while performing services.

To the fullest extent permitted by New Zealand law, our liability is limited to:

  • The amount paid for the relevant service; or

  • The reasonable cost of re-performing the service.

We are not liable for indirect, consequential, special, or economic losses, including loss of income, business interruption, inconvenience, or loss of use.

Nothing within these Terms & Conditions limits rights available under the Consumer Guarantees Act 1993 or the Fair Trading Act 1986 where those rights cannot legally be excluded.

18. Insurance & Property Access

By booking services, customers confirm they have authority to grant BrightHouse Pro access to the property.

Customers agree to advise us of any:

  • Building management requirements

  • Insurance obligations

  • Access restrictions

  • Security requirements

  • Site-specific conditions

before the service date.

19. Privacy Policy

BrightHouse Pro collects customer information for the purpose of:

  • Quotes

  • Bookings

  • Service delivery

  • Invoicing

  • Customer communication

  • Business administration

Information may include:

  • Name

  • Address

  • Phone number

  • Email address

  • Service history

  • Job photographs

  • Payment information

We do not sell customer information.

Information may be shared with trusted service providers where required for business operations or legal compliance.

20. Photos & Service Records

BrightHouse Pro may take photographs before, during, or after services for:

  • Quality control

  • Job documentation

  • Condition reporting

  • Dispute resolution

Photographs will not be used for marketing purposes without customer permission.

21. Promotions & Discounts

Promotions and discounts must be mentioned at the time of booking.

Discounts:

  • Cannot be applied retrospectively

  • Cannot be exchanged for cash

  • Cannot be transferred

  • Cannot be combined unless stated otherwise

BrightHouse Pro reserves the right to modify or withdraw promotions at any time.

22. Changes to These Terms

BrightHouse Pro may update these Terms & Conditions from time to time.

The version applicable to your booking will be the version in effect at the time you:

  • Accept a quote

  • Confirm a booking

  • Authorise work to proceed

23. Governing Law

These Terms & Conditions are governed by the laws of New Zealand.

If any provision is found to be invalid or unenforceable, the remaining provisions will remain in full effect.

24. Contact Information

BrightHouse Pro Ltd

Phone: 022 100 3200
Email: info@brighthousepro.co.nz
Website: brighthousepro.co.nz

For any questions regarding these Terms & Conditions, please contact us before booking.