TERMS AND CONDITIONS OF SERVICE

Last Updated: December 2025 Business Name: Hauzz (hereinafter referred to as "Hauzz", "We", "Us", "Our") Jurisdiction: New South Wales, Australia

By booking a service with Hauzz (via phone, email, website, or associated booking platforms), you (the "Customer") agree to be bound by the following Terms and Conditions.

1. THE SERVICE MODEL (IMPORTANT)

1.1 Agency Relationship: Hauzz operates as a booking agency and marketplace. We source independent cleaning contractors ("Service Providers") to perform the services. 1.2 Independent Contractors: All cleaners attending your property are independent contractors, not employees of Hauzz. They are vetted, insured, and responsible for the service delivery.

2. BOOKINGS AND PAYMENTS

2.1 Quotes: All online quotes are estimates based on "average" room sizes and condition. If a property is deemed by the Service Provider to be "Heavy Duty" (hoarding, extreme grease, pet damage, or excessive filth), Hauzz reserves the right to amend the price. You will be contacted for approval before work proceeds. 2.2 Payment Terms:

• A credit/debit card is required to secure a booking.

• Pre-Authorization: A hold may be placed on your card 24 hours prior to the service.

• Payment Capture: Payment is processed automatically upon completion of the service. 2.3 Refunds: We do not offer refunds once the service has been provided. We offer a "Rectification Guarantee" (see Section 5).

3. CANCELLATIONS AND RESCHEDULING

To protect the income of our independent contractors, the following fees apply: 3.1 Standard Cancellation:

• 24+ Hours Notice: Free cancellation or rescheduling.

• Less than 24 Hours Notice: A fee of $50 applies.

• Less than 2 Hours Notice / On-the-Spot: A cancellation fee of 50% of the total booking value applies. 3.2 Lockouts: If the Service Provider arrives and cannot access the property (e.g., no keys, incorrect lockbox code, tenant still moving out), a 100% cancellation fee applies as the slot cannot be filled.

4. CUSTOMER RESPONSIBILITIES

4.1 Access: You must provide clear access to the property. 4.2 Utilities: The property must have running electricity and hot water. If these are disconnected, the clean cannot be performed, and a cancellation fee will apply. 4.3 Empty Property: For "End of Lease" bookings, the property must be entirely empty of furniture and rubbish (unless "Furnished" was selected at booking). Cleaners will not move heavy furniture. 4.4 Safety: Cleaners have the right to leave the site if they feel unsafe due to aggressive behavior, unleashed pets, or hazardous environments. Full payment will be charged.

5. THE BOND BACK GUARANTEE

Hauzz offers a Bond Back Guarantee to ensure your agent is satisfied. 5.1 Scope: The guarantee applies strictly to the checklist items included in your service. It does not cover "wear and tear" or permanent damage. 5.2 Reporting Window: You or your agent must report any issues to us within 72 hours (3 days) of the service. Claims made after this window are not covered. 5.3 Rectification: If the agent fails the clean on a checklist item (e.g., dust on a skirting board), we will return to the property free of charge to rectify the issue. 5.4 Limitations:

• We do not offer cash refunds. The remedy is a re-clean.

• We must be given access to re-clean within 3 business days.

• If you or a third party enters the property after our clean and tracks dirt in, the guarantee is void.

6. EXCLUSIONS (WHAT WE DO NOT CLEAN)

To manage expectations, the following are strictly excluded from our Bond Clean guarantee unless explicitly added as an extra:

• Mould: We clean surface mould. We cannot remove mould that has penetrated silicone, grout, or paint (this is structural maintenance).

• Ceilings: We do not wash ceilings due to OHS safety risks.

• Blind Cleaning: Dusting only. Full washing of Venetian blinds is an extra service.

• Permanent Stains: Carpet stains, burns, or stone discoloration that cannot be removed by standard cleaning methods are considered "damage," not "dirt."

• Wall Washing: We perform spot cleaning of scuff marks. Full wall washing (sugar soaping) for smoke damage or heavy discoloration is a separate chargeable service.

• External Windows: We clean internal glass and tracks. External windows (unreachable from the ground) are excluded.

7. LIABILITY AND DAMAGE

7.1 Contractor Liability: While Hauzz vets all providers, the Service Provider (Contractor) is liable for any direct damage caused to your property. Hauzz will facilitate the claims process between you and the Provider’s Public Liability Insurance. 7.2 Breakage: Any breakage must be reported within 24 hours with photographic evidence. 7.3 Non-Liability: Hauzz and its providers are not liable for:

• Existing damage or wear and tear.

• items left behind in the property (please remove all valuables).

• Bond deductions caused by reasons other than cleaning (e.g., gardening, carpet damage, rent arrears).

8. PRIVACY

8.1 We collect your personal data to facilitate the booking. We may share your address and phone number with the assigned Service Provider, Agents and other Business Partners relevant to carrying out our services. We do not sell your data to third parties.

9. GOVERNING LAW

These Terms and Conditions are governed by the laws of New South Wales, Australia.

10. WEBSITE

These terms and conditions outline the rules and regulations for the use of Hauzz Group's Website, located at https://myhauzz.com.

By accessing this website, we assume you accept these terms and conditions. Do not continue to use Hauzz if you do not agree to take all of the terms and conditions stated on this page.

Cookies:

The website uses cookies to help personalize your online experience. By accessing Hauzz, you agreed to use the required cookies.

A cookie is a text file that is placed on your hard disk by a web page server. Cookies cannot be used to run programs or deliver viruses to your computer. Cookies are uniquely assigned to you and can only be read by a web server in the domain that issued the cookie to you.

We may use cookies to collect, store, and track information for statistical or marketing purposes to operate our website. You have the ability to accept or decline optional Cookies. There are some required Cookies that are necessary for the operation of our website. These cookies do not require your consent as they always work. Please keep in mind that by accepting required Cookies, you also accept third-party Cookies, which might be used via third-party provided services if you use such services on our website, for example, a video display window provided by third parties and integrated into our website.

License:

Unless otherwise stated, Hauzz Group and/or its licensors own the intellectual property rights for all material on Hauzz. All intellectual property rights are reserved. You may access this from Hauzz for your own personal use subjected to restrictions set in these terms and conditions.

You must not:

• Copy or republish material from Hauzz

• Sell, rent, or sub-license material from Hauzz

• Reproduce, duplicate or copy material from Hauzz

• Redistribute content from Hauzz

This Agreement shall begin on the date hereof.

Parts of this website offer users an opportunity to post and exchange opinions and information in certain areas of the website. Hauzz Group does not filter, edit, publish or review Comments before their presence on the website. Comments do not reflect the views and opinions of Hauzz Group, its agents, and/or affiliates. Comments reflect the views and opinions of the person who posts their views and opinions. To the extent permitted by applicable laws, Hauzz Group shall not be liable for the Comments or any liability, damages, or expenses caused and/or suffered as a result of any use of and/or posting of and/or appearance of the Comments on this website.

Hauzz Group reserves the right to monitor all Comments and remove any Comments that can be considered inappropriate, offensive, or causes breach of these Terms and Conditions.

You warrant and represent that:

• You are entitled to post the Comments on our website and have all necessary licenses and consents to do so;

• The Comments do not invade any intellectual property right, including without limitation copyright, patent, or trademark of any third party;

• The Comments do not contain any defamatory, libelous, offensive, indecent, or otherwise unlawful material, which is an invasion of privacy.

• The Comments will not be used to solicit or promote business or custom or present commercial activities or unlawful activity.

You hereby grant Hauzz Group a non-exclusive license to use, reproduce, edit and authorize others to use, reproduce and edit any of your Comments in any and all forms, formats, or media.

Hyperlinking to our Content:

The following organizations may link to our Website without prior written approval:

• Government agencies;

• Search engines;

• News organizations;

• Online directory distributors may link to our Website in the same manner as they hyperlink to the Websites of other listed businesses; and

• System-wide Accredited Businesses except soliciting non-profit organizations, charity shopping malls, and charity fundraising groups which may not hyperlink to our Web site.

These organizations may link to our home page, to publications, or to other Website information so long as the link: (a) is not in any way deceptive; (b) does not falsely imply sponsorship, endorsement, or approval of the linking party and its products and/or services; and (c) fits within the context of the linking party's site.

We may consider and approve other link requests from the following types of organizations:

• Commonly-known consumer and/or business information sources;

• Dot.com community sites;

• Associations or other groups representing charities;

• Online directory distributors;

• Internet portals;

• Accounting, law, and consulting firms; and

• Educational institutions and trade associations.

We will approve link requests from these organizations if we decide that: (a) the link would not make us look unfavorably to ourselves or to our accredited businesses; (b) the organization does not have any negative records with us; (c) the benefit to us from the visibility of the hyperlink compensates the absence of Hauzz Group; and (d) the link is in the context of general resource information.

These organizations may link to our home page so long as the link: (a) is not in any way deceptive; (b) does not falsely imply sponsorship, endorsement, or approval of the linking party and its products or services; and (c) fits within the context of the linking party's site.

If you are one of the organizations listed in paragraph 2 above and are interested in linking to our website, you must inform us by sending an e-mail to Hauzz Group. Please include your name, your organization name, contact information as well as the URL of your site, a list of any URLs from which you intend to link to our Website, and a list of the URLs on our site to which you would like to link. Wait 2-3 weeks for a response.

Approved organizations may hyperlink to our Website as follows:

• By use of our corporate name; or

• By use of the uniform resource locator being linked to; or

• Using any other description of our Website being linked to that makes sense within the context and format of content on the linking party's site.

No use of Hauzz Group's logo or other artwork will be allowed for linking absent a trademark license agreement.

Content Liability:

We shall not be held responsible for any content that appears on your Website. You agree to protect and defend us against all claims that are raised on your Website. No link(s) should appear on any Website that may be interpreted as libelous, obscene, or criminal, or which infringes, otherwise violates, or advocates the infringement or other violation of, any third party rights.

Reservation of Rights:

We reserve the right to request that you remove all links or any particular link to our Website. You approve to immediately remove all links to our Website upon request. We also reserve the right to amend these terms and conditions and its linking policy at any time. By continuously linking to our Website, you agree to be bound to and follow these linking terms and conditions.

Removal of links from our website:

If you find any link on our Website that is offensive for any reason, you are free to contact and inform us at any moment. We will consider requests to remove links, but we are not obligated to or so or to respond to you directly.

We do not ensure that the information on this website is correct. We do not warrant its completeness or accuracy, nor do we promise to ensure that the website remains available or that the material on the website is kept up to date.

Disclaimer:

To the maximum extent permitted by applicable law, we exclude all representations, warranties, and conditions relating to our website and the use of this website. Nothing in this disclaimer will:

• Limit or exclude our or your liability for death or personal injury;

• Limit or exclude our or your liability for fraud or fraudulent misrepresentation;

• Limit any of our or your liabilities in any way that is not permitted under applicable law; or

• Exclude any of our or your liabilities that may not be excluded under applicable law.

The limitations and prohibitions of liability set in this Section and elsewhere in this disclaimer: (a) are subject to the preceding paragraph; and (b) govern all liabilities arising under the disclaimer, including liabilities arising in contract, in tort, and for breach of statutory duty.

As long as the website and the information and services on the website are provided free of charge, we will not be liable for any loss or damage of any nature.