1. Who we are and what you are buying

1.1 Sarto is operated by Sarto Group Pty Ltd (ACN 702 011 452, ABN 35 702 011 452) of Unit 3, 55 Gawler Place, Adelaide SA 5000. In these terms, we and us means Sarto Group Pty Ltd, and you means the business that accepts these terms.

1.2 We do not clean. We price the work, write the scope, find and verify the contractor, hold your money, verify that the work was done and pay the contractor. The cleaning itself is performed by an independent cleaning business from a vetted contractor network.

1.3 Even so, your contract for the service is with us. You do not have a contract with the contractor. If something is wrong, you deal with us and we deal with them.

1.4 These terms apply to businesses only. We do not supply consumers and we do not clean residential premises. By accepting, you confirm you are acquiring the services for the purposes of a business.

2. Your scope of works

2.1 When you book, you choose a service level and the tasks that go with it. What you chose becomes your scope of works. It states each task, how often it happens, what done means for it, and — printed alongside — everything that is excluded.

2.2 Your scope is versioned and dated. We keep every version. The version that applies to any question is the one you had accepted at the time of the attendance in question, not a later or an earlier one.

2.3 Anything not in your scope is not part of the service. If you want it, you can add it under clause 6 and see the price before you commit. We will not treat an out-of-scope item as a fault, and we will not quietly do it and then charge you for it.

3. Price, and the one time it can change

3.1 The price you were shown is a job price for your site. It is not an hourly rate and it is not an estimate. Prices exclude GST.

3.2 It is based on what you told us about your site. The contractor's first attendance confirms it.

3.3 If your site is materially different from what you told us, we will give you a revised price within 2 business days of the first attendance. You then have 5 business days to accept it or to cancel. If you cancel, you pay nothing at all, including for the attendance that has already happened.

3.4 That first attendance is not wasted. The contractor carries out as much of your scope as can reasonably be done on the night, leaves the site secure and usable for your next business day, and records with photographs what could not be done and why. You get that record whether you accept the revised price or walk away.

3.5 If you walk away, you are not charged for that attendance. We still pay the contractor for it in full. That is our cost, not yours and not theirs, and it is the reason we would rather you described the site accurately than optimistically.

3.6 That is the only circumstance in which your price changes without your agreement, and it can happen once per site only, arising from the first attendance. Clause 3.3 is not a right to re-price an ongoing service, and we cannot otherwise vary your price during a period you have paid for.

3.7 We may change our prices generally by giving you at least 30 days notice. If you do not want to continue at the new price, cancel under clause 8 — there is nothing to pay and nothing to serve out.

3.8 Price hold. If you registered your interest before we opened in your postcode, we hold the price you were shown for 12 months from the day we open there, provided the site is materially as you described it.

4. Paying

4.1 You are billed monthly, in advance, by card or direct debit. You authorise us to charge the payment method you give us.

4.2 Nothing is charged before your first clean has been performed and verified.

4.3 If a payment fails we will tell you and try again. If it is not resolved within 10 business days we may pause the service. We will not stop the service without telling you first.

4.4 If you cancel part way through a paid month, we refund the unused part on a pro rata basis. We do not keep the balance of the month.

5. Who comes to your site

5.1 Before anyone attends, we tell you who they are — name, photograph, business name, the date of their police check and the status of their insurance. If that changes, we tell you again before their next attendance.

5.2 Every contractor is verified before they see your address: ABN and entity checked against the register, $20 million public liability certificate sighted and tracked to its expiry, National Police Certificate sighted and dated, and referees called. We re-verify every 13 weeks.

5.3 A contractor may have the work performed by another person from their own business, or by another contractor in the network. Where they do, clause 5.1 applies to that person too.

5.4 You must give the contractor safe access to the site, tell us about any hazard, any restricted area and any site induction requirement, and keep the site in a condition where the work can be done safely.

6. Changing your service

6.1 You can add a task, drop a task, change service level, or change how many visits a week you get, from your portal. The price is shown before you commit.

6.2 A change takes effect from the start of the next full week, so that your contractor is never asked to do something they were not told about.

6.3 Pausing. You can pause the service — for a shutdown period, or for any other reason — and keep your contractor and your price. You are not billed while paused. We may release a site that has been paused for more than 12 weeks, and we will tell you before we do.

6.4 No change requires a new contract, a quote, a site visit or anybody's approval.

7. Proof that it happened

7.1 After every attendance you get, in your portal: the date, a confirmed arrival at your address, which items of your scope were done, and photographs.

7.2 Photographs are taken of the work, not of people, and not of any document, screen or personal item. If your site has an area where photographs are not appropriate, tell us and we will exclude it.

7.3 We keep the record for as long as you are with us and for 2 years afterwards, so you can still get at it if you need it.

8. Leaving

8.1 You can cancel at any time, from your portal, without giving notice and without giving a reason.

8.2 There is no minimum term, no notice period, no exit fee and no cancellation charge of any kind.

8.3 The only thing that can be owing when you leave is money for work already carried out — an attendance already performed, or a payment plan for periodical work under clause 12.

9. If we get it wrong

This ladder is automatic. Nobody has to be persuaded, and there is nobody to escalate to.

9.1 You report a problem from your portal, in your own words. As the portal grows, that becomes a list built out of your own scope; the substance does not change — there is no phone-tag, and the outcome cites the clause it rests on.

9.2 What a credit is. A credit is the full price of that visit taken off your next invoice, as money. It is not a voucher, it does not expire, it is not conditional on you staying with us, and it is not a discount against future work. If you leave before it has been used, we pay it back to you.

9.3 When a re-clean is not practical. A re-clean is the first remedy and we would always rather do it. It is treated as not practical only where one of the following applies, and we will tell you which one:

9.4 If none of those applies, we re-clean. We will not offer you a credit in order to avoid attending, and a credit is never a substitute for a re-clean you actually wanted.

9.5 We check the report against the version of your scope that applied on the day, and we decide it on the attendance record and the photographs. If the item is in scope, the ladder runs. If it is not, we will tell you so plainly, show you what we relied on, and show you the price to add it.

9.6 None of this limits your rights under clause 10.

9.7 Credits for a site in any calendar month will not exceed the month's fees for that site. If things are going that wrong, the credit step has stopped being the right remedy — the refund and leave steps, and your rights under clause 10, are all still there.

9A. Damage or loss at your site

9A.1 If you believe a contractor damaged something or something is missing after an attendance, tell us within 5 business days of the attendance. Sooner is better, because evidence is freshest on the day. Telling us later does not by itself defeat a claim; a delay matters only to the extent it prevents us assessing what happened. Nothing in this clause limits any right you have that cannot be limited by law.

9A.2 We coordinate the claim from there. You deal with us, not with the contractor or their insurer, and we keep you informed of where it is up to.

9A.3 Every contractor carries $20 million of public liability insurance, verified before they ever see your address, and that policy responds first. We stand behind the process and the outcome: if cover responds, we see it through; if it does not, clause 10 states what we owe you, and nothing in this section reduces it.

9A.4 Nothing in this section limits your rights under the Australian Consumer Law or clause 10.

10. Consumer law, and the limit on what we owe

10.1 Our services come with guarantees under the Australian Consumer Law that cannot be excluded. Nothing in these terms excludes, restricts or modifies them.

10.2 These services are not of a kind ordinarily acquired for personal, domestic or household use or consumption. To the extent the law allows, our liability for failing to comply with a consumer guarantee is limited to supplying the services again, or paying the cost of having them supplied again.

10.3 Otherwise, and to the extent the law allows, we are not liable for indirect or consequential loss, loss of profit, loss of revenue or loss of business opportunity, and our total liability in any 12 month period is limited to the amount you paid us in that period. That limit does not apply to liability for death or personal injury caused by our negligence, or to loss caused by our misuse of access information you gave us.

10.4 We are not liable for loss caused by something you did not tell us about the site, or by access you did not provide.

11. Access, keys and codes

11.1 You may give us keys, key safe codes, alarm codes or swipe cards so the work can be done. We give them only to the contractor servicing your site and only for that purpose.

11.2 We hold access information separately from your other records, and we rotate or return it when a contractor stops servicing your site.

11.3 We will tell you promptly if we become aware that access information for your site may have been compromised, and we will help you rotate it.

11.4 You must tell us if the access arrangements change. A contractor who cannot get in has still attended, and we will contact you rather than charge you for it.

12. Periodical work and payment plans

12.1 The contractor servicing your site receives a share of periodical work they identify, whether or not they carry it out. We tell you that here because you should know it, and because nobody attends your site to sell you anything.

13. Consumables

13.1 You can order paper, soap, bin liners, sanitary units, air fresheners and similar through your portal. The price shown is the price you pay.

13.2 Those goods are supplied, delivered and serviced by the supplier direct. Your contractor has nothing to do with them.

13.3 Goods come with the guarantees the Australian Consumer Law gives you. Where a manufacturer's or supplier's warranty applies, we will pass it through and help you use it.

14. Going direct to your contractor

14.1 If you want to engage the contractor who services your site directly, you can. There is no restriction, no notice period and no fee.

14.2 We would rather you did not, and we would rather earn the reason — the pricing, the written scope, the vetting, the proof and the fact that somebody answers when it goes wrong. If none of that is worth what we charge, a clause in these terms should not be what keeps you.

15. Suspending or ending the service

15.1 We may suspend or end the service if payment has failed and is unresolved after clause 4.3, if the site is unsafe, if a person at the site abuses or threatens a contractor, or if you ask a contractor to do something outside the scope that they are not insured or competent to do.

15.2 We may also end the service on 30 days notice if we stop operating in your area. If we do, we refund everything paid for services not yet provided and we will help you find someone else.

15.3 Ending the service does not affect anything you already owe for work already done.

16. Privacy

16.1 We handle personal information in accordance with our Privacy Policy at sarto.com.au/privacy, which forms part of these terms.

16.2 You must tell your staff that a cleaning contractor attends the site and that photographs of the work are taken.

17. Changes to these terms, and general

17.1 We may change these terms by giving you at least 30 days notice. If you do not accept a change, cancel under clause 8 — there is nothing to pay and nothing to serve out.

17.2 A change does not apply to a month you have already paid for.

17.2A Review. This version of these terms is in use while an independent legal review is pending. Any change arising from that review is made under clause 17.1, with the same notice and the same free exit.

17.3 If something goes wrong between us, tell us and we will respond within 5 business days. Neither of us starts proceedings without first speaking about it, except to seek urgent relief. Either of us may refer a dispute about whether work met your scope to an independent cleaning auditor we jointly appoint; we pay the auditor's cost unless the report finds the work met the scope, in which case the cost is shared equally.

17.4 We may assign these terms on notice to you, and clause 17.1 applies as if it were a change.

17.5 These terms are governed by the law of South Australia and the parties submit to the non-exclusive jurisdiction of its courts.

17.6 If a term is unenforceable it is severed and the rest continues.

17.7 Company. We are SARTO GROUP PTY LTD, ACN 702 011 452, registered on 3 September 2026. Anything accepted on the company's behalf before that date is ratified by the company and continues on these terms without any need to re-sign.