Life Services Fair Go Terms & Conditions Policy

1. About Life Services

Life Services is a Brisbane-based home services company providing residential property maintenance and care on a subscription basis. We are locally owned and operated — not a franchise, not a call centre. When you contact us, you speak to someone who knows your property and your account.

Operated by Vibrant Brands as Trustee for the JJTD Watson Family Trust (ABN 59 362 641 847).

Website: lifeservices.com.au
Email: hello@lifeservices.com.au
Service area: Greater Brisbane, Queensland, Australia

2. Definitions

In these terms:

• "We", "us", "our": Life Services and its operators, staff, contractors and agents.
• "You", "customer": The person, property manager, or entity subscribing to or purchasing Life Services.
• "Owner": The registered owner of the property at which services are delivered.
• "Property Manager": A licensed real estate agent or property manager authorised to act on behalf of the Owner in relation to the property.
• "Services": Any home maintenance, cleaning, lawn care, pool care, pest management or other property service provided by us.
• "Plan": Your selected subscription — à la carte rolling contracts or a bundled package (Essentials, Maintain, or Protect).
• "Service Price": The individual unit price for a specific service as set out in your plan documentation or service schedule.
• "Service Schedule": The document confirming your agreed services, frequencies, pricing, and property details.
• "Subscription Period": The agreed billing cycle (weekly, fortnightly, or monthly) during which services are delivered.
• "Special Offer": Any promotional pricing, discount, bonus service, or incentive applied to a plan at sign-up or during the subscription term.
• "Force Majeure Event": Any event beyond our reasonable control, including natural disasters, extreme weather, pandemic, war, civil unrest, government restriction, drought, famine, or infrastructure failure.
• "Dishonour": A failed, rejected, or reversed payment transaction including returned direct debits, declined card payments, or reversed PayTo transactions.
• "Overdue Amount": Any invoice or subscription charge unpaid after its due date.

3. Acceptance of Terms

By subscribing to, purchasing, or using any Life Services service — including through our website, web portal, by phone, or in writing — you confirm that you have read, understood, and agree to these terms in full.

These terms form a legally binding agreement between you and Life Services. They apply to all services, subscriptions, one-off engagements, and website use.

If you do not agree to these terms, please do not proceed with a subscription or service request.

4. Website and Web Portal Use

4.1 Permitted Use

Our website and customer web portal are provided for lawful, personal use only. You agree not to use them to:

• Transmit any harmful, offensive, or unlawful content
• Attempt to gain unauthorised access to our systems or customer data
• Scrape, harvest, or commercially exploit our content without written permission
• Impersonate Life Services or any of our staff
• Engage in any activity that disrupts or interferes with the site's operation

4.2 Accuracy of Information

We do our best to keep our website accurate and up to date. Where discrepancies exist between the website and your agreed Service Schedule, the Service Schedule prevails.

4.3 Third-Party Links

Our website may contain links to third-party sites. We are not responsible for the content, accuracy, or privacy practices of any external website. Following external links is at your own risk.

4.4 Intellectual Property

All content on the Life Services website — including our name, logo, text, images, and brand assets — is the intellectual property of Vibrant Brands as Trustee for the JJTD Watson Family Trust. You may not reproduce, republish, or distribute our content without prior written consent.

5. Subscriptions and Services

5.1 Service Plans

We offer two subscription structures:

A la Carte: Individual services on rolling contracts. Each service is billed at its individual Service Price.

Bundled Plans: Essentials, Maintain, and Protect packages providing a set of services at a flat annualised rate across four property size tiers.

5.2 Pricing and Service Schedule

All pricing is confirmed at sign-up in your Service Schedule. We offer flat, all-inclusive pricing — no hidden call-out fees, no fuel levies, no surprises. Any price changes will be communicated in writing with a minimum of 30 days' notice before taking effect.

5.3 Scheduling and Access

We will schedule services at intervals agreed at sign-up. You agree to:

• Provide reasonable access to the property on the scheduled date
• Ensure pets are secured and the site is reasonably safe for our staff to enter
• Notify us of any access restrictions, hazards, or changes to your property prior to service
• Ensure an authorised adult is available or that access arrangements have been confirmed in advance

Missed visits due to customer inaccessibility may be charged at the applicable Service Price at our discretion. We will contact you to rebook wherever possible.

5.4 Service Variations

We reserve the right to modify the scope or frequency of a service where site conditions make the original specification unsafe, impractical, or significantly changed from what was agreed at sign-up. Additional work outside your agreed scope will be quoted and authorised separately.

5A. Special Offers and Promotional Plans

5A.1 Special Offer Eligibility

From time to time, Life Services may offer promotional pricing, discounts, bonus services, complimentary visits, or other incentives ("Special Offers") to new or existing customers. Special Offers are offered at our sole discretion and are subject to availability and the terms set out in this section.

5A.2 Minimum Plan Commitment After Accepting a Special Offer

If you accept a Special Offer in connection with a Life Services plan, you must remain on the corresponding service plan for a minimum period of 6 months from the date the Special Offer was accepted (the "Special Offer Commitment Period").

The corresponding service plan is the plan you were subscribed to at the time the Special Offer was accepted. Downgrading to a lower-tier plan during the Special Offer Commitment Period does not satisfy this requirement unless we have confirmed otherwise in writing.

5A.3 Early Exit — Full Service Payment Payable

If you cancel your plan, downgrade your plan, or the plan is terminated for any reason (including non-payment) before the Special Offer Commitment Period has elapsed, the value of the Special Offer will become immediately payable in full.

The amount payable is calculated as:

Special Offer Recovery Amount = Full Service Price × Months Remaining in Commitment Period

For example: if you accepted a free first month on a pool care plan and cancel after 3 months, the full retail price of the first month's pool service becomes due immediately.

This amount will be included in your final account statement and is subject to the same payment terms and overdue interest provisions as all other invoices under these terms.

5A.4 Disclosure

The terms of any Special Offer, including the commitment period and early exit calculation, will be disclosed to you at the time the offer is presented. By accepting a Special Offer, you confirm that you have read and understood these conditions.

6. Billing, Payment, and Fees

6.1 Billing Cycle

Subscription fees are billed in accordance with your selected payment frequency — weekly, fortnightly, or monthly. Billing occurs on the same day of each cycle. Annual billing occurs on the subscription anniversary date. You will receive a tax invoice for each billing event at or before the time of charge.

6.2 Accepted Payment Methods

We accept the following payment methods:

Direct Debit — Bank Account (BECS): You authorise us to debit your nominated Australian bank account on each billing date for the amount owing. Direct debits may be scheduled weekly, fortnightly, or monthly in line with your selected billing frequency. See Section 6.3 for your Direct Debit Authority.

Credit Card: Visa and Mastercard accepted. A surcharge of up to 1.5% may apply to credit card transactions and will be disclosed at the time of payment.

Debit Card: Visa Debit and Mastercard Debit accepted. No surcharge applies to debit card payments.

PayTo: Real-time payment authority via your bank. By setting up a PayTo agreement, you authorise us to initiate payments from your nominated account in accordance with that agreement.

Invoice (by request): Available on request, subject to approval. See Section 6.4 for invoice payment terms.

Payment details are stored and processed exclusively by our PCI-compliant payment processor. We do not store full card numbers or bank credentials on our own systems.

6.2A One-Off and Additional Charges

One-off charges, out-of-scope service fees, dishonour fees, and any other additional amounts that fall due under these terms will be charged to your regular payment method on file — being the same card, bank account, or payment authority used for your subscription. By accepting these terms, you authorise Life Services to debit any such amounts from your regular payment method without requiring additional authorisation for each individual charge, provided you have been notified of the amount.

6.3 Direct Debit Request and Authority

By subscribing to Life Services and nominating a bank account for direct debit, you (the Authorising Customer) request and authorise Life Services (the Debit User) to debit your nominated account through the Bulk Electronic Clearing System (BECS) as follows:

• Amounts to be debited: The subscription fees and any additional charges payable under your plan and these terms, as invoiced.
• Frequency: In accordance with your selected billing frequency — weekly, fortnightly, or monthly — on the scheduled billing date.
• Commencement: From the date your subscription commences.
• Account details: The BSB and account number you nominated at sign-up.
• Additional charges: One-off charges, out-of-scope fees, and any other amounts falling due under these terms may also be debited from this account as they arise.

You acknowledge and agree that:

• This Direct Debit Request is subject to the terms of the Direct Debit Request Service Agreement between you and Life Services
• It is your responsibility to ensure sufficient funds are available in your nominated account on each billing date
• If a debit is returned unpaid (Dishonoured), services will be suspended immediately and fees will apply (see Sections 6.5 and 6.6)
• You must notify us at least 5 business days before the next scheduled debit date to change your nominated account, defer a debit, or cancel this authority
• Disputes regarding a direct debit must be raised with us in the first instance; if unresolved, you may contact your financial institution

6.4 Invoice Payment Terms

For customers approved to pay by invoice, the following terms apply:

Available terms: 7 days, 14 days, 21 days, or 30 days from the invoice date, as agreed with Life Services at the time of approval.

Payment due date: The payment due date is strictly the date that corresponds to the agreed term from the invoice date. No grace periods apply.

Overdue invoices: If payment is not received by the due date, daily interest will be charged to the invoice from the day after the due date until payment is received in full (see Section 6.5).

Invoice payment terms are not available to all customers and may be revoked at any time if payment history does not meet our requirements.

6.5 Overdue Accounts, Interest, and Debt Recovery

Where any invoice or subscription payment remains unpaid after its due date, the following applies immediately and without further notice:

• Daily Interest: Interest accrues daily on the outstanding balance at a rate of 20% of the invoice amount, calculated daily from the due date until the date payment is received in full. This interest is charged on the full invoice amount — not on any reduced or partial balance.
• Dishonour Fee: A fee of $15.00 is charged for each Dishonoured payment to recover bank and processing costs incurred.
• Debt Collection: Life Services reserves the right to refer any overdue account to a third-party debt collection agency at any time after the due date. The customer unconditionally agrees to pay all costs of recovery, including but not limited to: collection agency commissions and fees, legal costs on a solicitor-client basis, court filing fees, enforcement costs, and all accrued interest. These amounts are payable in addition to the original outstanding balance.
• Credit Reporting: Where permitted by law, Life Services may report overdue accounts to a credit reporting body.

Interest charges, dishonour fees, and recovery costs will appear as separate line items on your account statement. The customer's liability for these amounts is not diminished or extinguished by any dispute regarding the underlying services unless that dispute has been formally resolved in the customer's favour.

6.6 Dishonoured Payments — Immediate Service Suspension

Services are suspended immediately and automatically upon a Dishonoured payment.

There is no grace period. This applies to all scheduled services, regardless of whether the Dishonour was due to insufficient funds, account closure, card expiry, or any other reason.

Upon a Dishonoured payment:

• You will be notified by email or SMS on the day the Dishonour is identified
• A $15.00 dishonour fee will be applied to your account
• All scheduled services will be suspended with immediate effect
• We will attempt to reprocess the payment once within 3 business days
• Services will resume on the next available scheduled date once full payment — including the outstanding amount and any dishonour fee — has been received
• If the second reprocessing attempt also fails, we will contact you directly to arrange payment
• Accounts remaining unresolved after 30 days may be referred to debt collection

6.7 Price Changes

We reserve the right to adjust pricing at the end of any subscription period. We will provide no less than 30 days' written notice of any price increase. If you do not agree to the new pricing, you may cancel your plan before the change takes effect in accordance with Section 7.

6A. Scope of Services and Additional Charges

6A.1 Agreed Scope Only

Your subscription covers only the specific services listed in your Service Schedule. Every visit is carried out against that agreed scope — nothing more, nothing less. If a service is not listed in your schedule, it is not included and will not be delivered as part of your subscription.

Our pricing is built around predictable, scheduled work in a known condition. When site conditions fall outside what was reasonably expected at sign-up, the agreed price no longer reflects the actual work required.

6A.2 Out-of-Scope Work — Examples

Out-of-scope work is any task, remediation, or additional effort that falls outside your agreed Service Schedule. Common examples include:

Pool Care — Green Pool Recovery
Your pool maintenance schedule covers routine cleaning and chemical balancing of a pool in serviceable condition. If our team arrives and the pool is severely degraded — green water, algae bloom, heavy debris, or chemical imbalance beyond routine maintenance — this constitutes out-of-scope remediation work. A Green Pool Recovery fee will apply, quoted before work commences.

Lawn Care — Overgrown or Neglected Lawns
If lawn height or density significantly exceeds what a standard mow can manage in the scheduled time, additional time and effort will be charged at an agreed hourly rate.

Pest Control — Active Infestations Requiring Treatment
Discovery of an active infestation requiring treatment beyond a standard scheduled service is out of scope and will be quoted separately before any additional work commences.

Cleaning — Heavily Soiled or Biohazard Conditions
If a property is in a significantly worse condition than a standard residential clean at the time of service, additional time and specialist materials may be required and will be quoted before work commences.

General — Tasks Not Listed in Your Service Schedule
If you ask our team to complete work not included in your plan, they will advise you that the task is out of scope and provide a quote for separate engagement.

6A.3 Out-of-Scope Process

Where our team identifies out-of-scope conditions:

• Our team will document the condition — photographs may be taken as evidence
• You will be contacted before any out-of-scope work commences
• A quote will be provided and must be accepted before we proceed
• If you decline, the in-scope portion of the service will be completed and the out-of-scope element deferred
• In time-critical situations — such as a pool posing a health risk — we may proceed with essential remediation and notify you immediately with full cost transparency

6A.4 Out-of-Scope Invoicing

Out-of-scope work is invoiced separately from your subscription. Payment is due within 7 days of the invoice date. The same overdue account terms apply, including daily interest on outstanding balances (Section 6.5). Out-of-scope charges are charged to your regular payment method on file in accordance with Section 6.2A.

7. Fair Go Cancellation Policy

You can cancel any time. No lock-in. No guilt trip.

We operate on a simple principle: you pay for what you've received — nothing more. If you cancel, we settle the account based on services delivered, and that's the end of it.

7.1 How to Cancel

You may cancel your plan using any of the following methods:

• Via the Life Services customer web portal at lifeservices.com.au — log in, navigate to Account, and select Cancel Plan
• By phone — call us directly and our team will process the cancellation
• By email to hello@lifeservices.com.au

Your cancellation takes effect from the date we receive or confirm your request. Any service scheduled or in progress on that date will be completed and included in your final balance. Cancellations submitted via the web portal take effect immediately upon confirmation.

7.2 Final Balance Calculation

Each service within your plan carries an individual Service Price. Upon cancellation, your final balance is:

Final Balance = Services Delivered × Service Price − Payments Already Made

If payments exceed services delivered, we will refund the difference within 5 business days. If services delivered exceed payments made, the outstanding amount is due within 7 days of your final statement.

7.3 Bundled Plans

For bundled plan customers, each included service retains its individual Service Price for settlement purposes. Your final balance is calculated by totalling the unit price of every service delivered from commencement to cancellation, less amounts paid. There are no early exit fees, penalties, or administration charges — unless a Special Offer commitment period applies (see Section 5A).

7.4 Our Right to Cancel or Suspend

We reserve the right to cancel or suspend your plan immediately where:

• A payment is Dishonoured (immediate suspension — see Section 6.6)
• Payment is overdue by more than 30 days
• You have provided false or misleading information about your property
• Conditions at the property pose an unacceptable risk to our staff
• Abusive, threatening, or unsafe behaviour is exhibited toward our team
• We are unable to continue operating due to a Force Majeure Event

7.5 Service Holds

If you need to pause services temporarily, ask us about a Service Hold. A hold allows you to pause your plan for a defined period without cancelling. Service Holds are subject to a minimum hold period of 14 days. Billing is paused for the duration of an approved hold.

7B. Real Estate and Property Manager Accounts

7B.1 Property Manager Authority

Where services are engaged by a licensed real estate agent or property manager ("Property Manager") on behalf of a property owner ("Owner"), the Property Manager is deemed to have the Owner's authority and consent to:

• Enter into a service agreement with Life Services on the Owner's behalf
• Select and approve services to be delivered at the Owner's property
• Accept these terms and conditions on the Owner's behalf
• Authorise payment methods and billing arrangements on the Owner's behalf
• Receive invoices and account communications on the Owner's behalf

By engaging Life Services as a Property Manager, you represent and warrant that you have the Owner's authority to do so. Life Services is entitled to rely on this representation without further inquiry.

7B.2 Owner Liability for All Debts

Where services are delivered to a property and any invoice or subscription payment is not paid — whether by the Property Manager, a tenant, or any other party — the Owner of the property is fully and personally responsible for:

• The full outstanding balance of all invoices for services delivered
• All accrued daily interest charges (Section 6.5)
• All dishonour fees and bank charges
• All debt collection fees, legal costs, and enforcement costs

The Owner's liability arises regardless of any arrangements between the Owner and the Property Manager, or between the Owner and a tenant. Disputes between the Owner and the Property Manager, or between the Owner and a tenant, regarding responsibility for the debt are a matter between those parties and do not affect Life Services' right to recover all amounts owing from the Owner.

7B.3 Provision of Owner Details

Where an account is managed by a Property Manager, we may request the name and contact details of the Owner for our records. The Property Manager agrees to provide accurate Owner details upon request. Life Services may contact the Owner directly regarding any overdue account.

7B.4 Change of Property Manager

If management of the property transfers to a new Property Manager or returns to the Owner, you must notify us in writing at least 5 business days before the transfer takes effect. All amounts owing at the date of transfer remain the liability of the Owner. Life Services is not bound to transfer the service agreement to any incoming Property Manager without a new agreement being executed.

8. Safe Work and Service Refusal

8.1 Our Commitment to Safety

The safety of our staff is non-negotiable. All Life Services employees and contractors operate under Queensland Work Health and Safety legislation and our internal safe work method statements (SWMS). Our team has the right — and the obligation — to refuse any task that presents an unacceptable risk.

8.2 Right to Refuse Service

Our staff or contractors may refuse to commence or continue a service where, in their reasonable assessment:

• The site presents a risk of injury that cannot be adequately mitigated
• Conditions are unsafe due to structural hazards, aggressive animals, or dangerous materials
• Extreme weather presents a safety risk (see Section 9)
• Threatening or abusive behaviour is exhibited by any person at or near the property
• Access is restricted or denied
• Equipment or site conditions are not as described at the time of booking
• There is visible evidence of illegal activity at the property

Where a service is refused on safety grounds, the visit will be documented and you will be notified. The service will not be charged. We will work with you to identify a safe resolution where possible.

8.3 Hazard Disclosure

You must disclose any known hazards at your property at the time of booking and prior to each service visit — including asbestos, lead paint, unstable structures, aggressive animals, chemical storage, or any other condition that may affect the safety of our team. Failure to disclose material hazards that result in injury may limit your rights under these terms.

8.4 Staff Conduct

All Life Services staff and contractors are police-checked, trained, and held to a professional code of conduct. If you have a concern about a team member's behaviour or standard of work, contact us directly and we will investigate and respond within 3 business days.

9. Weather, Force Majeure, and Extraordinary Events

9.1 Extreme Weather

Services may be suspended or rescheduled where:

• A severe weather warning, storm warning, or cyclone watch/warning has been issued by the Bureau of Meteorology (BOM)
• Lightning is active within the service area
• Flooding has affected access to or within the property
• Temperatures exceed safe working thresholds as determined by Safe Work Australia guidelines
• High winds, smoke, or air quality warnings affect outdoor work

Weather-affected services will not be charged. We will contact you to rebook at the earliest safe opportunity.

9.2 Force Majeure Events

Life Services is not liable for any failure or delay in delivering services caused by a Force Majeure Event, including:

• Natural disasters (floods, bushfires, cyclones, earthquakes, tsunamis)
• Prolonged drought affecting water-dependent services
• Severe storms or hailstorms causing infrastructure damage
• Pandemic, epidemic, or widespread public health emergency
• War, armed conflict, terrorism, or civil unrest
• Government-mandated lockdowns, restrictions, or declarations of emergency
• Widespread power or infrastructure failure

Affected services will not be charged. Subscriptions will be extended or credits applied. Where a Force Majeure Event causes sustained disruption of more than 60 consecutive days, you may cancel your plan without financial penalty.

9.3 Drought and Water Restrictions

Where Queensland water authorities impose restrictions that prevent delivery of water-dependent services, we will suspend affected services for the duration of the restriction. Suspended services will not be charged.

10. Property Damage and Liability

10.1 Care of Your Property

Our team will treat your property with care and professionalism at all times. We hold appropriate public liability insurance. If damage occurs through our negligence, notify us within 48 hours of the service visit and we will investigate promptly.

10.2 Pre-Existing Conditions

We are not liable for damage to features, structures, plants, or surfaces that were already in a compromised condition prior to our visit. Where our team identifies a pre-existing concern, they will photograph and note it before commencing work.

10.3 Limitation of Liability

To the extent permitted by Australian Consumer Law, our liability for any loss or damage arising from service delivery is limited to:

• Re-delivery of the affected service at no charge, or
• Refund of the Service Price for the affected visit

We are not liable for indirect, consequential, or economic loss. Nothing in these terms excludes any guarantee or right that cannot be excluded under the Australian Consumer Law.

11. Australian Consumer Law

Our services come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.

Nothing in these terms is intended to exclude, restrict, or modify any right or remedy you have under the Australian Consumer Law.

12. Privacy

12.1 Information We Collect

We collect personal information necessary to deliver our services and manage your account, including:

• Name, address, and contact details
• Property details and access instructions
• Payment information (processed securely via our payment provider)
• Service history and account records
• Communications with our team
• Website usage data (via cookies and analytics tools)

12.2 How We Use Your Information

We use your information to schedule and deliver services, process payments, communicate service updates, respond to complaints, improve our operations, comply with legal obligations, and send marketing communications where consented.

12.3 Disclosure of Information

We will not sell or trade your personal information. We may disclose your information to staff and contractors delivering your services, payment processors, government bodies where required by law, and debt collection agencies where an account remains overdue.

12.4 Your Rights

Under the Privacy Act 1988 (Cth) and the Australian Privacy Principles, you have the right to access, correct, and opt out of marketing communications at any time. Contact us at hello@lifeservices.com.au. We will respond within 30 days.

12.5 Data Security

We take reasonable steps to protect your personal information from misuse, interference, loss, and unauthorised access. In the event of a notifiable data breach, we will notify you and the OAIC in accordance with the Notifiable Data Breaches scheme.

13. Complaints and Dispute Resolution

13.1 Raising a Complaint

If you are unhappy with our service or any aspect of your account, please contact us directly by phone or email. We will respond within 3 business days with an acknowledgement, and within 10 business days with a resolution.

13.2 Escalation

If you are not satisfied with our response, you may escalate to the relevant Queensland consumer protection body. For privacy-related complaints, contact the OAIC at oaic.gov.au.

13.3 Governing Law

These terms are governed by the laws of Queensland, Australia. Any dispute that cannot be resolved through our complaints process is subject to the non-exclusive jurisdiction of the courts of Queensland.

14. Amendments to These Terms

Life Services reserves the right to amend, update, or replace these terms and conditions at any time, for any reason, at the sole discretion of the company. Changes take effect upon publication on our website or notification to you, whichever is earlier.

Where changes are material to your subscription, we will endeavour to notify you by email or via the customer web portal. However, it is your responsibility to review the current version of these terms regularly. The current version is always available at lifeservices.com.au.

Continued use of our services after any amendment constitutes your acceptance of the revised terms. If you do not agree to any amendment, your only remedy is to cancel your subscription in accordance with Section 7.

15. General

15.1 Entire Agreement

These terms, together with your Service Schedule and any written variations agreed between us, constitute the entire agreement between you and Life Services and supersede any prior representations, discussions, or agreements.

15.2 Severability

If any clause of these terms is found to be invalid, unenforceable, or illegal, that clause will be severed and the remaining terms will continue in full force and effect.

15.3 Waiver

Our failure to enforce any provision of these terms does not constitute a waiver of our right to enforce that provision in the future.

15.4 Assignment

You may not assign or transfer your subscription without our prior written consent. We may assign our rights and obligations in connection with a sale, merger, or restructure of our business, provided your service entitlements are preserved.

16. Contact Us

Questions about these terms? Something doesn't sit right? Call us. We answer the phone.

Life Services

hello@lifeservices.com.au
lifeservices.com.au
Brisbane, Queensland, Australia