LILLI & VALE

Terms & Conditions

Effective Date: 1 July 2026  |  Last Updated: 19 July 2026

 

These Terms and Conditions ("Terms") govern your use of the Lilli & Vale website (www.lillivale.com) and your engagement of Lilli & Vale services. By accessing our website or engaging our services, you agree to be bound by these Terms. Please read them carefully.

Lilli & Vale is a property clearance and cleaning service operating in Newcastle, Maitland, Hunter Valley, Port Stephens, and surrounding regions of New South Wales, Australia ("we", "us", "our").

 

1.  Definitions

"Client" means the person or entity engaging Lilli & Vale to perform services.

"Services" means any estate clearance, end-of-lease or abandoned property clearance, short stay property cleaning, or related services provided by Lilli & Vale.

"Property" means the premises at which the Services are to be performed.

"Quote" means a written or verbal estimate of the cost of Services provided by Lilli & Vale.

"Agreement" means any service-specific agreement entered into between Lilli & Vale and the Client, which is read alongside these Terms.

 

2.  Engagement of Services

A booking is confirmed when both parties have agreed on the scope of work, pricing, and access arrangements, either in writing or verbally. Where a service-specific agreement is provided (e.g. an Estate Clearance Authority or Short Stay Host Agreement), that agreement supplements and is read alongside these Terms.

By engaging our Services, you confirm that you have the legal authority to authorise us to access the Property and carry out the agreed work. Where you are acting as an executor, property manager, landlord, or agent, you confirm that you hold the appropriate authority to engage us on behalf of the relevant parties.

 

3.  Quotes and Pricing

All Quotes provided by Lilli & Vale are estimates based on information provided at the time. Final pricing may vary if the scope of work changes upon commencement, including but not limited to:

• Greater volume of contents than anticipated

• Discovery of hazardous materials requiring specialist handling

• Access difficulties or additional travel requirements

• Additional cleaning requirements beyond those initially described

Where a variation to the original Quote is required, we will notify you as soon as practicable and obtain your approval before proceeding with additional work. We will not charge for work beyond the agreed scope without your prior authorisation.

All prices are in Australian Dollars (AUD) and inclusive of GST unless otherwise stated.

 

4.  Payment Terms

Unless otherwise agreed in writing:

• A deposit of 50% of the agreed Quote is required to confirm a booking

• The remaining balance is due on completion of the Services

• Payment is accepted by bank transfer, credit card, or such other method as agreed

• Invoices not paid within 14 days of the due date may incur a late payment fee of 10% of the outstanding amount

Lilli & Vale reserves the right to withhold completion documentation (including condition reports and photo records) until full payment has been received.

 

5.  Cancellation and Rescheduling

We understand that circumstances change. Our cancellation policy is as follows:

• Cancellation or rescheduling with more than 48 hours notice: deposit refunded in full

• Cancellation or rescheduling with 24–48 hours notice: 50% of deposit retained to cover costs incurred

• Cancellation or rescheduling with less than 24 hours notice: deposit non-refundable

In the event that Lilli & Vale needs to reschedule due to unforeseen circumstances, we will notify you as soon as possible and offer the next available date at no additional cost. We will not retain a deposit where we are the party initiating a cancellation.

For short stay property clients with ongoing booking arrangements, cancellation of a scheduled clean with less than 4 hours notice may incur a call-out fee of $[X] to cover the cost of mobilisation.

 

6.  Access to the Property

The Client is responsible for ensuring Lilli & Vale has safe and unobstructed access to the Property at the agreed time. This includes providing keys, access codes, or authorising a key holder to provide access.

If access cannot be obtained at the agreed time through no fault of Lilli & Vale, a call-out fee may apply. We will make reasonable attempts to contact you before leaving the Property.

 

7.  Condition Reports and Photography

Lilli & Vale conducts photographic condition assessments of properties before and after Services are performed. These records are provided to the Client and retained by Lilli & Vale for a period of 12 months.

Photographs are confidential and will not be used for marketing, social media, or any public-facing purpose without the Client's explicit written consent. Consent may be provided via a separate written agreement or by signing an authority form.

 

8.  Handling of Items and Belongings

Lilli & Vale will handle all items at the Property with reasonable care. Our approach to items is as follows:

• Items designated for retention are set aside and returned to the Client or their nominated representative

• Items in good condition are donated to local charities and community organisations where possible

• Items not suitable for donation are disposed of responsibly and in accordance with applicable waste regulations

• Items of apparent value (jewellery, artwork, cash, documents) will be flagged immediately and not moved without the Client's explicit instruction

Lilli & Vale does not provide valuations of items and accepts no liability for the assessed or resale value of any items handled, donated, or disposed of in accordance with the Client's instructions.

Where important documents (financial records, legal documents, identity documents) are discovered, they will be collected and handed to the Client or their nominated representative. No documents will be disposed of without explicit instruction.

 

9.  Hazardous Materials

Lilli & Vale does not handle, remove, or dispose of hazardous materials including (but not limited to) asbestos, drug manufacturing residue, biohazardous waste, or other materials requiring specialist certification.

If hazardous materials are discovered at a Property, work will be paused immediately, you will be notified, and a certified specialist contractor will be recommended. Any costs associated with specialist handling are not included in our Quote and are the responsibility of the Client.

We reserve the right to cease work and leave a Property if the health or safety of our team is at risk.

 

10.  Insurance

Lilli & Vale holds:

• Public Liability Insurance — covering third-party property damage or personal injury arising from our work

• Contents-in-Care Insurance — covering items in our care, custody, and control during the provision of Services

Details of our insurance coverage are available upon request. Clients are encouraged to ensure their own property insurance is current and that our engagement is disclosed to their insurer where required.

 

11.  Liability

To the maximum extent permitted by Australian Consumer Law, Lilli & Vale's total liability to you for any claim arising from or in connection with our Services is limited to the total amount paid by you for the Services in relation to which the claim arises.

Lilli & Vale is not liable for:

• Indirect, consequential, or economic loss

• Loss of income or opportunity

• Pre-existing damage to the Property or its contents

• Damage arising from access difficulties, structural issues, or hidden defects in the Property

• The actions or omissions of third-party contractors recommended or engaged at the Client's direction

Nothing in these Terms excludes, restricts, or modifies any consumer guarantee, right, or remedy that cannot be excluded under the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010 (Cth)).

 

12.  Australian Consumer Law

Our Services come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to have services provided with due care and skill, that are fit for a specified purpose, and that will be supplied within a reasonable time if no time is set. Nothing in these Terms is intended to exclude, restrict, or limit those guarantees.

 

13.  Confidentiality

Lilli & Vale treats all Client information, including the nature of services provided, the condition of properties, and any personal or family circumstances disclosed to us, as strictly confidential. We will not disclose this information to any third party except as permitted under our Privacy Policy or with your explicit consent.

We ask that Clients also treat any information about our business processes, pricing structures, and supplier relationships as confidential.

 

14.  Complaints and Dispute Resolution

If you are dissatisfied with any aspect of our Services, please contact us in the first instance at [your business email] or [your phone number]. We are committed to resolving complaints quickly and fairly.

If a complaint cannot be resolved directly, both parties agree to attempt mediation through a mutually agreed mediator before initiating any legal proceedings.

 

15.  Website Use

You may use www.lillivale.com for personal, non-commercial purposes only. You must not:

• Reproduce, distribute, or republish any content from our website without written permission

• Use our website in any way that is unlawful or harmful

• Attempt to gain unauthorised access to any part of our website or systems

Our website may contain links to third-party websites. We are not responsible for the content or privacy practices of those sites.

We reserve the right to modify, suspend, or discontinue our website at any time without notice.

 

16.  Intellectual Property

All content on the Lilli & Vale website — including text, images, logos, and graphics — is the property of Lilli & Vale and is protected by Australian copyright law. You may not reproduce, adapt, or use any content without our prior written consent.

 

17.  Amendments to These Terms

We may update these Terms from time to time. The current version will always be available on our website. Continued use of our website or Services after an update constitutes your acceptance of the revised Terms. We recommend reviewing this page periodically.

 

18.  Governing Law

These Terms are governed by the laws of New South Wales, Australia. Any disputes arising under these Terms are subject to the exclusive jurisdiction of the courts of New South Wales.

 

19.  Contact

For questions about these Terms, please contact us:

Lilli & Vale

Email: [your business email]

Phone: [your phone number]

Website: www.lillivale.com

 

 

Lilli & Vale  |  www.lillivale.com  |  Newcastle, NSW  |  Effective 1 August 2026