Terms and Conditions

Service agreement

The terms and conditions contained herein constitute the service agreement between the client and Accuro Homecare, Australia.

The use of our services includes the provision of your agreement to these terms and conditions and that the service will be bound by this agreement. If you do not agree with any of these terms and conditions you are unable to access Accuro Homecare services. It is in the client’s best interest to review this agreement.


Term of agreement

This agreement is effective as of 18th March 2008. Accuro Homecare reserves the right to update or modify these terms and conditions at any time.


Services

Accuro Homecare agrees to provide Home and Home Care services to the client at an address specified by the client. In consideration, the client agrees to pay Accuro Homecare a service fee as agreed either verbally or in writing at the time of booking.

Any alterations to the agreed service provided must be notified and agreed with Accuro Homecare prior to the commencement of the service. In the event that the client requires alterations to the agreed service at the time the service is being carried out, the client will contact Accuro Homecare's office by telephone immediately and will not request changes from the support officer attending the service.

The service will be to undertake specific duties as agreed with the client either verbally or in writing at the time of booking. A booking may be made either in person, by telephone, fax, email or website.

Accuro Homecare agrees to provide the service honestly and in a prompt and professional manner.

Accuro Homecare agrees to supply a support officer who will be present at the client’s residence from the agreed commencement time on the agreed date and for the agreed duration.


Client obligations

Clients should let Accuro Homecare know if he/she is not going to be at home when a staff member is due to visit.

Clients should act in a way which respects the rights of other clients and Accuro Homecare staff.

Clients need to take responsibility for the results of any decisions they make.

Clients are to play their part in helping Accuro Homecare to provide them with services.

The client agrees to provide the support officer with access to the place of residence where the service is to be undertaken at the time and date agreed with Accuro Homecare at the time of booking.

The client agrees to provide the support officer with access to equipment, hot and cold water, and electricity as required by the support officer to provide the service.

If the client requires the support officer to provide services where heavy items are involved and/or need moving, such as a washing machine, cabinet, etc, then the client agrees to move any such items themselves prior to the commencement of the service.

The client agrees to secure or remove any fragile or breakable items, jewellery, money, antiques or items of value prior to the commencement of the service.

The client agrees to secure or remove any pets that may impede the provision of the service prior to the commencement of the service.

The client agrees to provide all cleaning equipment, food and materials required by the support officer to provide the service, unless other arrangements have been made with Accuro Homecare. All cleaning equipment provided by the client should be safe and in full working order.

The client agrees not to hire, use or employ any support officer introduced to them by Accuro Homecare either during or after the termination of the service, either privately or via any other business than Accuro Homecare. If the client does wish to hire, use or employ such a support officer they agree to pay Accuro Homecare a referral fee of AU$2,000.


Service quotations

The client acknowledges that the price they have been quoted for the provision of the service is based on Accuro Homecare’s best estimate of how long it will take to provide home and home care services.

The client acknowledges that the provision of such an estimate by Accuro Homecare without inspecting where the service is to be provided is based solely on the average time it takes to provide home and home care services, and that a degree of flexibility may be required in the amount of work the support officer can reasonably complete within the agreed duration.

Accuro Homecare reserves the right to amend an initial quotation, should the client's original requirements change. Any difference will be discussed and agreed with the client prior to a booking being made.


Payment terms

At the time of booking a service the amount of the service fee will be agreed upon between Accuro Homecare and the client.

The client agrees to pay in full and prior to the service being provided the full amount of the service unless otherwise agreed upon between Accuro Homecare and the client. If the payment is not made before the service begins Accuro Homecare will contact the client and request an immediate payment otherwise the service will be cancelled and any cancellation fees will apply.

Payment may be made via direct deposit, cheque, credit card or in cash in person at head office.

Cheque payments should be made payable to Accuro Homecare.

The client agrees to, if paying by credit card, give Accuro Homecare credit card details at the time of booking and authorisation to debit any fees that may apply or cancellation fees.


Refunds

If the support officer fails to arrive on the day of the agreed date and within 30 minutes either side of the service start time at the client’s residence Accuro Homecare will refund the full payment to the client. Accuro Homecare may reschedule the service for the client at a later time and/or date that is agreed upon and convenient for the client.

Any complaints regarding Accuro Homecare’s services should be made directly to Accuro Homecare where a complaints form can be filed. Accuro Homecare is committed to achieve 100% client satisfaction and will resolve any complaints efficiently and promptly. Compensation and/or refund is at the discretion of Accuro Homecare and may be offered if appropriate.

Accuro Homecare reserves the right not to be responsible for:

  • Any wear and tear as this is mostly due to depreciation of items from cleaning.
  • Services being unfinished due to client intervention and/or lack of equipment.
  • Existing damage, stains or wear and tear that cannot be completely serviced using current equipment.
  • Client health that is untreatable by the qualifications of a home care worker.
  • The client’s physical or mental state before and after a service that is result of the client’s negligence in deferring or refusing the available service.


Accidents, breakage/damage & theft

Accuro Homecare must be informed immediately of any incidents, accidents, damage, breakages or theft within 24 hours of the service being provided.

Accuro Homecare has public liability insurance to cover against any incidents where Accuro Homecare is found liable to a 3rd party for personal injury or property damage.

Accuro Homecare will send an incident report form which must be completed, signed and returned to Accuro Homecare within 7 days. Accuro Homecare will also contact the support officer to request an incident report.

If an incident is not recorded within 24 hours and the incident report form is not completed within seven days the client is not entitled for compensation.

In the case of breakage/damage to property Accuro Homecare may, at its discretion, repair the item or pay for a like replacement from a supplier of its choosing.

Items specifically excluded from liability are: money, jewellery, art, antiques, and items of sentimental value.

Accuro Homecare reserves the right not to be responsible for:

  • Any damages caused by faulty materials and/or equipment.
  • Any accidental damages worth AU$80 or less.
  • Any accidental damages caused by the support officer if the client has any outstanding payment(s) owed to Accuro Homecare.
  • Key replacement/locksmith fees unless keys were lost by Accuro Homecare or the support officer.

In any case, the maximum amount of any liability claim shall be limited to AU$200 per client.


Cancellation

Cancellation of services must be given before 5pm on the previous business day to the service, including postponement, alterations or any reason that results in a difference to the original service.

In the event that notice has been given Accuro Homecare will attempt to reschedule the service or change the service agreed upon by the client.

The client agrees to pay for a 1 hour cancellation fee if notice has not been given before 5pm on the previous business day to the service and/or if the support officer is unable to perform their duties.


Changes to this agreement

Any changes to this agreement will become effective upon posting of this agreement on or within Accuro Homecare documents or electronic documents.

Accuro Homecare reserves the right to update, modify or change this agreement without prior notice.

The client agrees that any change s to this agreement while still receiving services will be bound by the new agreement with the opportunity to cancel services within 24 hours.


Indemnity & breach

Accuro Homecare and its directors, managers, officers, employees, sub-contractors and representatives are indemnified from any and all claims, losses, damages, liabilities, costs and expenses (including reasonable legal fees and expenses) arising out of or relating to the provision of the service.

The client agrees that failure to abide by this agreement will be considered a breach and Accuro Homecare can terminate or suspend the agreement and/or provision of services.

 

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